The customer satisfaction evaluation of mobile industry based on multilevel structural equation model

Author

Xiuqin, Feng ; Xinping, Xiao ; Huan, Guo

Author_Institution

Sch. of Sci., Wuhan Univ. of Technol., Wuhan, China

fYear

2009

fDate

10-12 Nov. 2009

Firstpage

947

Lastpage

951

Abstract

Regarding the multilevel structure of customer satisfaction (CS) measurement index in mobile industry, which ordinary structural equation model (SEM) cannot deal with directly, in this paper we propose multilevel structural equation model (MSEM) in which some observed variables have secondary observed variables. Then we apply the partial least squares (PLS) to estimate parameters of the model. Finally the MSEM and PLS given in this paper are used to evaluate the CS in mobile industry. We measure CS degree of this industry, and find some important factors which affect CS remarkably. Our research results also support some CS theory. The empirical analysis shows that MSEM is reasonable and effective to solve the multilevel structure problem.

Keywords

customer satisfaction; least squares approximations; customer satisfaction evaluation; mobile industry; multilevel structural equation model; parameter estimation; partial least squares; Customer satisfaction; Data analysis; Data mining; Equations; Intelligent structures; Intelligent systems; Iterative algorithms; Least squares approximation; Numerical analysis; Parameter estimation;

fLanguage

English

Publisher

ieee

Conference_Titel

Grey Systems and Intelligent Services, 2009. GSIS 2009. IEEE International Conference on

Conference_Location

Nanjing

Print_ISBN

978-1-4244-4914-9

Electronic_ISBN

978-1-4244-4916-3

Type

conf

DOI

10.1109/GSIS.2009.5408034

Filename

5408034