Study on the Influence Factors of Government Quality Regulatory Customer Satisfaction Index-质量院英文网
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Study on the Influence Factors of Government Quality Regulatory Customer Satisfaction Index

April 7, 2016

Abstract: Through the statistics and analysis of quality observation data of 2012,this paper constructs a influence factor model of Government Quality Regulatory Customer Satisfaction Index(shorted for GQSI) based on view of the consumer point,and concludes now GQSI is in the "less unsatisfaction" level. According to the data of test and analysis,this paper draws on Chinese consumers' GQSI is influenced by eight factors in these three categories of the ability image of government department,consumers' feeling of the consumption environment and the evaluation to the quality information. Through correlation analysis,the eight factors and GQSI have a positive correlation, and consumer rights protection, quality safety events handling and quality risk early warning these three factors have the highest positive correlation. In addition,through the analysis of the samples this paper concludes: rural consumers’ GQSI is higher than city consumers’;the higher level of education,the higher of GQSI:with the increasing of household income,GQSI seems to follow a U shaped curve.

Key words:Government Quality Regulatory;Customer Satisfaction Index;Influence Factors

 

Li Dandan Institute of Quality Development Strategy, Wuhan University)