Model and evaluation of Customer Satisfaction Index for engineering and technology services enterprising

CSI (Customer Satisfaction Index, CSI) is a brand-new macroeconomic and product quality evaluation index. It is main assessment of management achievement for enterprise. On the basis of relevant theories of CSI, sociology, psychology, statistics, consumer behavior, built CSI model for engineering and technology services enterprising. For the existence of: (1) multiple correlations among the factors in the model. (2) The variables need to be explained, but hard to be observed. (3) The customer satisfaction degree of observable variables takes on deflection state, two or three peaks, the correlations between the satisfaction index and its factors cannot be described by common multiple regression. This paper presents the way of partial least squares (PLS) based on principal components and typical correlative analysis to solve the model. According to Analysis and calculation by PLS, disclosing the correlations among the structural variables as well as the correlation between structural variables and observable variables, Show that the model has a good fitting. These evaluating results provide useful information for enterprising to improve the product/service quality and to the enhancement of the customer satisfaction to the product/service.