作　　者： (徐友全）; (李欢）; (丁枫斌）;

机构地区： 山东建筑大学管理工程学院,山东济南250101

出　　处： 《工程管理学报》 2017年第4期1-5,共5页

摘　　要： 在总承包模式和项目管理得到大力推广的背景下,为提升项目管理单位的业主满意度,分析项目管理单位在总承包项目中影响业主满意的因素,根据总承包项目的特点,通过对美国顾客满意度指数模型(ASCI)进行优化,得出新的满意度模型,运用Likert五分量表和结构方程对业主满意度进行量化,在构建模型时引入工程第三方评价这一概念,将参建各方对项目管理单位的评价考虑在内,并通过量化分析得出影响业主满意度的最重要影响因素是服务价值,其次是业主预期和工程第三方评价,进而提出提升项目管理单位业主满意度的具体优化措施。 General contracting mode becomes popular nowadays in China. This study analyzes a group of influencing factors to enhance owners＇ satisfaction on contractors in the contracting mode. A new model is developed by optimizing the American Customer Satisfaction Index model（ASCI）. A new concept about third party＇s evaluation is introduced in the model. The Likert 5-point scale and structural equation model are employed to quantify the satisfaction degree of the owners. The results show that the most important influencing factor is the value of service, followed by the owners＇ expectations and evaluation of the third party. A number of measures are provided to enhance the owner＇s satisfaction.

关 键 词： 总承包模式 项目管理 业主满意度 结构方程