山东建筑大学学报2017，Vol.32Issue(5)：461-466,6.DOI:10.12077/sdjz.2017.05.009
基于SEM的房地产中介顾客满意度评价——以济南市为例
Research on real estate intermediary enterprise customer satisfaction based on SEM
摘要
Abstract
Intermediary enterprises acting as a bridge between buyers and sellers play an important part in the real estate market economy.Research on the factors influencing customer satisfaction of real estate agents is of great realistic significance in improving the competitiveness of intermediary enterprises.Based on SEM(structural equation model)of influencing factors of customer satisfaction of real estate agents,the paper compiles four major latent variables and their index of measurement including intermediary enterprise image,intermediary service quality,customer expectation and perceived value;analyzes the factors influencing the satisfaction of real estate agents;clarifies the mechanism of influencing factors of customer satisfaction of real estate agents.The result shows the customer satisfaction of real estate agent is influenced by the image of intermediary enterprise, intermediary service quality,customer expectation and perceived value.Their total impact values were 0.364,0.648,-0.1028,and 0.22,and the order of factors on influence degree is intermediary service quality>intermediary enterprise image>perception value>customer expectation.关键词
结构方程模型/房产中介/顾客满意度Key words
structural equation model/real estate intermediary enterprise/customer satisfaction分类
建筑与水利引用本文复制引用
左清兰,郑生钦,贺庆,王德芳,王薇..基于SEM的房地产中介顾客满意度评价——以济南市为例[J].山东建筑大学学报,2017,32(5):461-466,6.基金项目
国家自然科学基金资助项目(41371171) （41371171）
