【作者】 王鹏；

【导师】 曾剑秋；

【作者基本信息】 北京邮电大学 ， 技术经济及管理， 2012， 硕士

【摘要】 信息化已经成为全球经济发展的助推器,而农村信息化对于我国农村现代化发展也起着至关重要的作用。本文正是以经典的顾客满意度模型为基础,试图通过我国农村信息化影响因素分析和评价指标体系,来建立起中国农村信息化市场顾客满意度模型。并通过模型的验证来得出相关理论和实践的指导性建议和意见。首先,本文对信息化、农村信息化、顾客满意度的概念进行梳理和分析,在理清三个概念的内涵的同时提出适合于本文研究内容的概念定义。然后对经典的顾客满意度模型进行整理,为本文的模型提供整体思路,结构变量以及观测变量。接着,本文又借鉴较为成熟的用于评价我国农村信息化发展的影响因素和指标体系,用于修正本文模型的具体观测变量和评价内容。至此,本文的逻辑模型——我国农村信息化市场满意度模型已经基本成型。此模型既不同于微观层面的顾客满意度模型,也不同于宏观层面的农村信息化评价指标体系,而是中观层面的用于评价我国农村信息化市场顾客满意度模型。这个模型的主体是使用农村信息化产品或服务的个人或者组织/企业,而评价的对象则是整个农村信息化市场(有具体的产品或者服务,也有提供这些产品/服务的公司,还有监管市场活动的政府和相关部门)。然后,基于本文构建的逻辑模型建立了11个假设。本文根据问卷的结构变量和观测变量设计出调查问卷。在验证问卷的假设之前,首先通过SPSS 19对问卷进行信度和效度检验,然后利用Amos 7对论文构建的逻辑模型进行结构方程分析(Structural Equation Modeling, SEM),从而检验假设是否成立,以验证模型的合理性。本文最后基于已经经过验证的模型的结构变量分别提出能够提升中国农村信息化顾客满意度的相关策略,为实际的工作提供有益的借鉴和帮助。此外,本文还简单地对文章进行总体评价,并提出研究不足和之后的研究展望。更多还原

【Abstract】 the global economy has been developing with the help of Informatization which is very important for the development of China’s rural informatizaton. This paper’s logic model is based on Classic customer satisfaction logic model which revised with China’s rural jnformatization influence factors and evaluation index system. This paper’s model is proved by the method of hypothesis test with Questionnaire data.Firstly, this paper summarizes the concept of information, rural information and customer satisfaction and put forward this paper’s concept based on this paper’s research content. Then, this paper begins to research on classic customer satisfaction logic model of SCSB, ACSI, ECSI and CCSI which provide the idea and framework of this paper’s logic model and Structure variables and Observation variables. Thirdly, this paper studys on the mature influence factors and evaluation index about China’s rural informatizaiton which provides the revision content for this paper’s model. Through former research, this paper’s logic model has been build which is different from not only classic customer satisfaction model on micro level but also the evaluation index on macroscopic level. This model’s research objection is all of people who use rural informatization product and service. Differently,this paper focus on whole rural informatization market in comparison with classic customer satisfaction model that focuses on specific product and service of a company. Based on this paper’s logic model on China’s rural informatization market, this paper put forward 11 research hypothesis which are proved with the econometrics method of Reliability and validity by SPSS 19 and structure equation by AMOS 7.Finally, this paper put forward four strategies that how to improve the level of customer satisfaction of China’s rural inform atizaton market. These strategies can be put into practice on China’s informatization market. In addition, this paper sums up this paper’s conclusion, research shortage and further research outlook.更多还原