气象服务公众满意度测评模型的研究
Satisfaction for Public Weather Service: Antecedents and Effects
中文摘要：
以顾客满意理论为基础，结合气象服务特点，构建了气象服务公众满意度结构方程模型，探讨了气象服务公众满意度的前因和后效。结果表明，与商业领域顾客满意度不同，气象服务公众满意度的形成和影响机制有其独特性。气象服务质量是满意度的最重要影响因素，公众期望对满意度的影响以间接效应为主；满意度主要通过气象部门形象影响公众信任。研究结论对于促进我国气象服务主体树立良好社会形象，赢得公众信任具有重要启示。
中文关键词：
气象服务，公众，满意度，测评模型
KeyWords：
weather service, the public, satisfaction, scale model
Abstract：
Based on the theory of customer satisfaction and the characteristics of modern weather service, this paper has established a pubic weather service satisfaction model and analyzed its antecedents and effects. The results show that the formative and influent process are different between weather service business and other market-based business. The differences include that the satisfaction of pubic weather service is prior impacted by service quality in a direct way, while is minor impacted by user expectations in an indirect way, and it has an indirectly effect on user trust through refreshing public image. Our study results may improve the image and raise trust of the weather service organizations in business and government.