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在已有理论成果和方法的基础上,结合B2B电子中介的特征,提出用户满意测评概念模型。然后采集数据,运用部分最小二乘法(PLS)构建B2B电子中介用户满意的测评模型,并获得影响用户满意的主要因素。最后结合二维象限法获得影响用户满意的底层关键因素,以期为B2B电子中介的管理决策提供指导。
On the basis of the existing theoretical results and methods, combined with the characteristics of B2B electronic intermediary, this paper proposes a conceptual model of user satisfaction measurement. Then, the data was collected and a partial least square method (PLS) was used to build the user satisfaction evaluation model of B2B e-brokers, and the main factors affecting customer satisfaction were obtained. In the end, we combine the two-dimensional quadrant method to obtain the key factors that affect customer satisfaction, in order to provide guidance for the management decision of B2B electronic intermediary.