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中文摘要：
在分析社区质量特性的基础上,将顾客满意度和忠诚度的概念引入到社区管理中.采用因子分析法提取影响满意度和忠诚度的潜在变量,然后对它们与满意度和忠诚度进行回归,建立了一个递归联立方程模型,最后结合青岛市社区满意度实例进行了实证研究.
英文摘要：
Based on analyzing the quality characteristics of community, the concepts of customer satisfaction and loyalty are introduced into community management. Latent factors influencing satisfaction and loyalty are extracted by factor analysis. Regression analysis between these latent factors and satisfaction, loyalty has been done and a simultaneous equations model has been established. Finally, an example about community satisfaction is given to validate the model above.
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