关于顾客满意度的问题
今天看见一篇关于顾客满意度的文章，里面讲到指标权重的设定，如果在我的测量中，只有3级指标，考虑到3级指标数量比较多，用推导的方法来计算3级指标的权重，请看原文：<p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 140%; mso-pagination: widow-orphan;"><span style="FONT-SIZE: 9pt; COLOR: black; LINE-HEIGHT: 140%; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">三级指标的数量比较多，如果采用直接赋权法，实际操作非常困难。在此，以满意度评价得分作为研究的基础，采用多元统计分析方法计算各指标对上一级指标的满意度得分的影响程度，即推导重要性。图表<span lang="EN-US"> 4 </span>的各指标的推导重要性是采用岭回归分析计算所得，并由此计算出各指标相对于二级指标<span lang="EN-US">“</span>通话质量<span lang="EN-US">”</span>的权重。<span lang="EN-US"><p></p></span></font></span></p><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; LINE-HEIGHT: 140%; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span style="FONT-SIZE: 11pt; COLOR: black; LINE-HEIGHT: 140%; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">图表<span lang="EN-US"> 4 </span>三级指标权重计算示例<span lang="EN-US">
<p></p></span></font></span></p><div align="center"><table class="MsoNormalTable" cellspacing="0" cellpadding="0" border="1" style="mso-cellspacing: 0cm; mso-padding-alt: 0cm 0cm 0cm 0cm;"><tbody><tr style="mso-yfti-irow: 0; mso-yfti-firstrow: yes;"><td valign="top" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">测评指标<span lang="EN-US">
<p></p></span></font></span></p></td><td valign="top" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">推导重要性得分<span lang="EN-US">
<p></p></span></font></span></p></td><td valign="top" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">权重<span lang="EN-US">
<p></p></span></font></span></p></td></tr><tr style="mso-yfti-irow: 1;"><td valign="top" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">拨打电话的接通率<span lang="EN-US">
<p></p></span></font></span></p></td><td valign="bottom" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">0.180158 <p></p></font></span></p></td><td valign="bottom" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">27.7% <p></p></font></span></p></td></tr><tr style="mso-yfti-irow: 2;"><td valign="top" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">通话的稳定不掉线<span lang="EN-US">
<p></p></span></font></span></p></td><td valign="bottom" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">0.219577 <p></p></font></span></p></td><td valign="bottom" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">33.7% <p></p></font></span></p></td></tr><tr style="mso-yfti-irow: 3;"><td valign="top" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">语音的清晰程度<span lang="EN-US">
<p></p></span></font></span></p></td><td valign="bottom" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">0.251629 <p></p></font></span></p></td><td valign="bottom" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">38.6% <p></p></font></span></p></td></tr><tr style="mso-yfti-irow: 4; mso-yfti-lastrow: yes;"><td valign="bottom" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">合计<span lang="EN-US">
<p></p></span></font></span></p></td><td valign="bottom" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">0.651364 <p></p></font></span></p></td><td valign="bottom" width="156" style="BORDER-RIGHT: #ece9d8; PADDING-RIGHT: 0cm; BORDER-TOP: #ece9d8; PADDING-LEFT: 0cm; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ece9d8; WIDTH: 117pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ece9d8; BACKGROUND-COLOR: transparent;"><p class="MsoNormal" align="center" style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: center; mso-pagination: widow-orphan;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 宋体; mso-bidi-font-family: 宋体; mso-font-kerning: 0pt;"><font color="#f73809">100.0%</font>
<p></p></span></p></td></tr></tbody></table></div><p>里面只讲到推导重要性，但是没有讲到那个得分是如何用回归推导出来的，所以请问哪位高手可以指点迷津？只要讲一下是如何回归的就可以了，因为没有实际的数据。谢谢啦。</p><p></p> <p>怎么没有人回复啊？</p> <p>这很简单的，就是把二级指标的满意度作为因变量，三级指标作为自变量进行简单回归就可以了，回归所得的相关系数就是所求的变量权重</p><p></p>
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