| Summary: | 碩士 === 龍華科技大學 === 商學與管理研究所 === 97 === Many countries develop the Customer Satisfaction Index (CSI) model to measure and evaluate the service performance & quality of their service industry, but there is little progress in Taiwan’s researches in this field. To develop a suitable CSI evaluation model for Taiwan’s service industry, this study combined focus group & questionnaire investigation methods to explore the constructs of CSI (CSI) model. Nine focus group participants formulated the preliminary constructs and their contents, then, 605 questionnaires were collected and analyzed by the data reduction process of Exploratory Factor Analysis (EFA) and Structural Equation Modeling (SEM). The analyzed result shown that the basic questionnaire developed has sufficient reliability & construct validity; the attitudes to the constructs are consistent between the subjects; but there has content reforms situations happened throughout the EFA data reduction processes, it is difficult to decide which model is most suitable by EFA. The Confirmatory Factor Analysis of SEM is needed to confirm the most suitable CSI evaluation model for Taiwan’s service industry. The problems encountered during the process of SEM, and the suggested solutions are reported in this paper.
|
|---|
