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论文编号：	15379
作者编号：	2320223903
上传时间：	2025/6/9 9:46:40
中文题目：	基于S-O-R理论的J供热公司客户感知服务价值对客户忠诚的影响研究
英文题目：	Research on the Influence of Customers'' Perceived Service Value on Customer Loyalty in J Heating Companies Based on the S-O-R Theory
指导老师：	车建国
中文关键字：	客户感知服务价值；客户忠诚；结构方程模型；S-O-R方法
英文关键字：	User perceived service value；user loyalty；SEM；S-O-R method
中文摘要：	在能源市场竞争白热化的当下，J供热公司所在的供热行业面临着前所未有的挑战。外部竞争不断加剧，可持续发展迫在眉睫，消费者需求日新月异，消费端节能环保需求日益提升，这些都深刻影响着供热公司的发展。在此背景下，J供热公司客户的满意度与忠诚度成为供热公司在市场中站稳脚跟的关键因素。探究感知服务价值对J供热公司客户忠诚的影响，不仅能为J供热公司提升服务水平、增强市场竞争力提供有力的理论依据，还能为J供热公司及供热行业的可持续发展提供理论参考，具有极其重要的现实意义。 本文综合运用文献研究法、实证研究法和结构方程模型，对感知服务价值与供热客户忠诚的关系展开深入探究。首先通过广泛查阅相关文献，梳理理论成果，确定研究的切入点，构建起理论模型。然后运用 Likert 量表精心设计调查问卷，收集天津市供热客户数据，并进行描述性统计分析、相关性分析、回归分析以及中介效应分析。最后，通过严谨的实证研究，验证研究假设，深入剖析各因素对感知服务价值和供热客户忠诚的影响机制。 研究结果显示，J供热公司的服务质量、价格标准、企业声誉均对供热客户感知服务价值和客户忠诚有着显著的正向作用，且感知服务价值在服务质量、价格标准、企业声誉对客户忠诚的影响中发挥着显著的部分中介作用。这些结论为J供热公司制定科学合理的策略提供了坚实的支撑，有助于J供热公司针对性地改进服务，提升客户感知服务价值和忠诚度，进而在激烈的市场竞争中脱颖而出。
英文摘要：	In the highly competitive energy market, the heating industry in which J Heating Company operates faces unprecedented challenges. Intensifying external competition, urgent sustainable development needs, changing consumer demands, and evolving policies all impact heating companies. Against this backdrop, the satisfaction and loyalty of J Heating Company's customers have become key factors for the company to gain a firm foothold in the market.Exploring the impact of perceived service value on customer loyalty of J Heating Company not only provides a strong theoretical basis for J Heating Company to improve service levels and enhance market competitiveness, but also offers theoretical references for the sustainable development of J Heating Company and the heating industry, which is of extremely important practical significance. This thesis uses literature research, empirical research, and SEM methods to explore the relationship between perceived service value and heating customer loyalty. It first reviews literature to build a theoretical model. Then, a Likert - scale - based questionnaire is designed to collect Tianjin heating customers' data for various analyses. Finally, empirical research verifies hypotheses and analyzes influencing mechanisms. The research results show that the service quality, price standards, and corporate reputation of J Heating Company all have a significant positive impact on customers' perceived service value and customer loyalty. Moreover, perceived service value plays a significant partial mediating role in the influence of service quality, price standards, and corporate reputation on customer loyalty. These conclusions provide a solid foundation for J Heating Company to formulate scientific and reasonable strategies, helping the company make targeted service improvements, enhance customers' perceived service value and loyalty, and thus stand out in the fierce market competition.
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