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  本文選題：鉆井工程 + 用戶滿意度��； 參考：《西南石油大學(xué)》2015年碩士論文

【摘要】：研究以石油行業(yè)中鉆井工程技術(shù)服務(wù)企業(yè)為對象,在獲取企業(yè)用戶所反饋的最真實數(shù)據(jù)基礎(chǔ)上,采用問卷調(diào)查有關(guān)分析方法、主成分分析法、典型相關(guān)分析法、系統(tǒng)分法、雷達(dá)圖法以及PLS(偏最小二乘法)等方法,結(jié)合SAS和SPSS軟件,對鉆井工程技術(shù)服務(wù)企業(yè)用戶滿意度進行全方位的測評。分析闡述各結(jié)構(gòu)變量確定的原因和變量之間具體指向關(guān)系,給出總體評價體系,以及各結(jié)構(gòu)變量系統(tǒng)優(yōu)化方法。并編制和改進鉆井行業(yè)用戶滿意度指數(shù)測評軟件,將研究工作進一步向前推進,不但為企業(yè)健康發(fā)展、實現(xiàn)卓越經(jīng)營提供改進方向,也為后面研究工作的展開提供了條件。本文主要開展了以下幾方面研究工作： 1.根據(jù)傳統(tǒng)用戶滿意度指數(shù)模型,結(jié)合鉆井工程技術(shù)服務(wù)行業(yè)的特殊性,構(gòu)建與之相適應(yīng)的測評模型。在模型中,將感知質(zhì)量細(xì)分為感知質(zhì)量硬件和感知質(zhì)量軟件兩個結(jié)構(gòu)變量。添加企業(yè)形象這個新的結(jié)構(gòu)變量。通過模型,準(zhǔn)確反映各個變量之間關(guān)系,為今后相關(guān)用戶滿意度指數(shù)測評提供了良好的借鑒。 2.運用目前先進的計算方法—PLS,實現(xiàn)對用戶滿意度指數(shù)的精確測評。該方法最大的優(yōu)勢綜合主成分分析,典型相關(guān)分析以及最小二乘法等分析方法,在實驗數(shù)據(jù)較少的情況下,實現(xiàn)比一般方法更為準(zhǔn)確的測評分析。本文采用PLS方法進行路徑分析和回歸分析。 3.完成對模型中各個變量確定原因的分析研究,包括結(jié)構(gòu)變量、觀測變量的個數(shù),以及結(jié)構(gòu)變量之間具體的指向關(guān)系。 4.在掌握鉆井工程技術(shù)服務(wù)企業(yè)在用戶滿意度指數(shù)測評當(dāng)中相關(guān)特點和PLS方法基礎(chǔ)上,編制了一套適用于該行業(yè)的用戶滿意度指數(shù)分析測評軟件,并對軟件的功能進一步優(yōu)化,將其適用范圍推廣到其它領(lǐng)域,為實現(xiàn)測評工作的快捷、準(zhǔn)確提供良好的保障。 5.對調(diào)查問卷進行設(shè)計準(zhǔn)備、設(shè)計、總體設(shè)計、預(yù)測試和深入分析等步驟的處理,去除干擾數(shù)據(jù),確保調(diào)查問卷的真實有效。 6.從真實數(shù)據(jù)出發(fā),來驗證模型。通過實地調(diào)查研究,獲取鉆井工程技術(shù)服務(wù)企業(yè)用戶所反饋的真實數(shù)據(jù),并對數(shù)據(jù)進行嚴(yán)格的篩選,使得測評結(jié)果具有重要的參考價值。 7.完成對鉆井工程技術(shù)服務(wù)的企業(yè)用戶滿意指數(shù)測評,并逐步形成一套系統(tǒng)的評價方法。同時,分別給出各觀測變量提升體系,不但為企業(yè)發(fā)展改進,實現(xiàn)企業(yè)自身卓越經(jīng)營指明方向,同時也為以后其它相關(guān)測評提供了借鑒。
[Abstract]:Taking drilling engineering technical service enterprises in petroleum industry as the object, on the basis of obtaining the truest data from the users of the enterprises, this paper adopts the questionnaire analysis method, principal component analysis method, canonical correlation analysis method and systematic analysis method. Radar diagram method and partial least square method combined with SAS and SPSS software are used to evaluate the customer satisfaction of drilling engineering service enterprises. This paper analyzes and expounds the reasons for determining structural variables and the specific relationship between them, and gives the overall evaluation system and the optimization method of each structural variable system. The software of user satisfaction index of drilling industry is compiled and improved to further advance the research work, which not only provides the direction of improvement for the healthy development of enterprises and the realization of excellent management, but also provides the conditions for the later research work to be carried out. The main work of this paper is as follows: 1. According to the traditional customer satisfaction index model and the particularity of drilling engineering technical service industry, a suitable evaluation model is constructed. In the model, perceptual quality is subdivided into two structural variables: perceptual quality hardware and perceptual quality software. Add the new structure variable of corporate image. Through the model, accurately reflect the relationship between the variables, and provide a good reference for the related user satisfaction index evaluation in the future. 2. Using the advanced calculation method-PLS, the accurate evaluation of user satisfaction index is realized. The main advantages of this method include principal component analysis, canonical correlation analysis and least square analysis, which are more accurate than the general method in the case of less experimental data. In this paper, PLS method is used for path analysis and regression analysis. 3. The reasons for determining each variable in the model are analyzed and studied, including the structural variable, the number of observed variables, and the specific directional relationship between the structural variables. 4. On the basis of mastering the relevant characteristics and PLS method of customer satisfaction index evaluation in drilling engineering technical service enterprises, a set of software for the analysis and evaluation of customer satisfaction index is developed, and the function of the software is further optimized. The scope of application is extended to other fields, which provides a good guarantee for the quick and accurate evaluation work. 5. The design preparation, design, general design, pre-test and in-depth analysis of the questionnaire are carried out to remove the disturbing data and ensure the validity of the questionnaire. 6. From the real data, to verify the model. Through field investigation and research, the real data of drilling engineering technical service enterprise users are obtained, and the data are screened strictly, which makes the evaluation results have important reference value. 7. The evaluation of enterprise customer satisfaction index for drilling engineering technical service is completed, and a set of systematic evaluation method is gradually formed. At the same time, the lifting system of each observation variable is given respectively, which not only points out the direction for enterprise development and improvement, but also provides reference for other related evaluation and evaluation in the future.
【學(xué)位授予單位】：西南石油大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：TE2;F426.22

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