服 務(wù) 質(zhì) 量 指 數(shù)


頁(yè)數(shù)：17 字?jǐn)?shù)：6329


服 務(wù) 質(zhì) 量 指 數(shù)
摘要：目前對(duì)服務(wù)質(zhì)量的評(píng)價(jià)通常從顧客的主觀感受程度，采用SEVEQUAL、顧客滿意度等方法。但是，對(duì)服務(wù)質(zhì)量的提供過(guò)程和提供能力涉及不夠，而這些因素是決定服務(wù)質(zhì)量水平的前提，通過(guò)對(duì)這些要素進(jìn)行綜合測(cè)評(píng)，才能準(zhǔn)確、客觀地體現(xiàn)服務(wù)質(zhì)量的水平。本文提出建立以顧客為中心，涵蓋服務(wù)質(zhì)量能力、服務(wù)質(zhì)量過(guò)程、服務(wù)質(zhì)量績(jī)效的服務(wù)質(zhì)量體系模型，并用服務(wù)質(zhì)量評(píng)價(jià)的新型工具——服務(wù)質(zhì)量指數(shù)來(lái)定量化地描述服務(wù)質(zhì)量水平。最后，通過(guò)實(shí)證研究論證了服務(wù)質(zhì)量指數(shù)的有效性。

Abstract: Nowadays the evaluation of service quality usually adopts the methods such as SEVEQUAL, customer satisfaction, etc. And these methods employ the customers impression to evaluate the service quality. But the attention paid to the process and capacity of service quality is not enough. While these two factors are prerequisites to determine the level of service quality. To describe the level of service quality accurately and objectively, it is necessary to evaluate these factors synthetically. This paper presents and establishes a service quality system model, which is customer-focused and covers three functional aspects of service capacity, service process and service performance. With the service quality index, the model describes quantitatively the level of service quality, which is a new point of view and method. Finally the paper introduces a real stu