工程用户满意指数模型机理与钻井工程测评

发布时间：2018-05-18 11:56

本文选题：钻井工程 + 用户满意度　；参考：《西南石油大学》2015年硕士论文

【摘要】：研究以石油行业中钻井工程技术服务企业为对象,在获取企业用户所反馈的最真实数据基础上,采用问卷调查有关分析方法、主成分分析法、典型相关分析法、系统分法、雷达图法以及PLS(偏最小二乘法)等方法,结合SAS和SPSS软件,对钻井工程技术服务企业用户满意度进行全方位的测评。分析阐述各结构变量确定的原因和变量之间具体指向关系,给出总体评价体系,以及各结构变量系统优化方法。并编制和改进钻井行业用户满意度指数测评软件,将研究工作进一步向前推进,不但为企业健康发展、实现卓越经营提供改进方向,也为后面研究工作的展开提供了条件。本文主要开展了以下几方面研究工作： 1.根据传统用户满意度指数模型,结合钻井工程技术服务行业的特殊性,构建与之相适应的测评模型。在模型中,将感知质量细分为感知质量硬件和感知质量软件两个结构变量。添加企业形象这个新的结构变量。通过模型,准确反映各个变量之间关系,为今后相关用户满意度指数测评提供了良好的借鉴。 2.运用目前先进的计算方法—PLS,实现对用户满意度指数的精确测评。该方法最大的优势综合主成分分析,典型相关分析以及最小二乘法等分析方法,在实验数据较少的情况下,实现比一般方法更为准确的测评分析。本文采用PLS方法进行路径分析和回归分析。 3.完成对模型中各个变量确定原因的分析研究,包括结构变量、观测变量的个数,以及结构变量之间具体的指向关系。 4.在掌握钻井工程技术服务企业在用户满意度指数测评当中相关特点和PLS方法基础上,编制了一套适用于该行业的用户满意度指数分析测评软件,并对软件的功能进一步优化,将其适用范围推广到其它领域,为实现测评工作的快捷、准确提供良好的保障。 5.对调查问卷进行设计准备、设计、总体设计、预测试和深入分析等步骤的处理,去除干扰数据,确保调查问卷的真实有效。 6.从真实数据出发,来验证模型。通过实地调查研究,获取钻井工程技术服务企业用户所反馈的真实数据,并对数据进行严格的筛选,使得测评结果具有重要的参考价值。 7.完成对钻井工程技术服务的企业用户满意指数测评,并逐步形成一套系统的评价方法。同时,分别给出各观测变量提升体系,不但为企业发展改进,实现企业自身卓越经营指明方向,同时也为以后其它相关测评提供了借鉴。
[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.
【学位授予单位】：西南石油大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TE2;F426.22

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