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Identifying Influence Coefficient Based on SEM of Service Industry

  • Yawei Jiang
  • Xuemei WeiEmail author
  • Fang Wu
Conference paper
Part of the Advances in Intelligent Systems and Computing book series (AISC, volume 1117)

Abstract

Nowadays, service industry represents the main engine of China’s economic development. By using the structural equation model (SEM), we can identify the influence coefficient of different factors of consumer satisfaction, which can help to better promote high-quality development of service industry. In this paper, we find that consumers pay more attention on brand image and perceived quality and care less about expected quality and perceived value of our survey of six service industries, which are express delivery, express hotel, aviation, auto insurance, online travel and mobile communication. The results suggest that we can promote the quality development of service industry by strengthening brand building, enhance brand characteristics and individuality, and improve customer perceptions of different dimensions of service industry, such as service environment, service personnel, service personalization and service professionalism.

Keywords

Consumer satisfaction Service industry Service quality 

Notes

Acknowledgments

This work is supported by the National Social Science Fund Major Project (Research on Quality Governance System and Policy to Promote High Quality Development), NO. 18ZDA079.

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Copyright information

© Springer Nature Singapore Pte Ltd. 2020

Authors and Affiliations

  1. 1.Quality Research BranchChina National Institute of StandardizationBeijingChina
  2. 2.National Science Library, Chinese Academy of SciencesBeijingChina

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