基于SERVQUAL模型的中国汽车租赁业服务质量研究

发布时间：2018-02-10 22:10

本文关键词： 汽车租赁服务质量顾客满意度顾客忠诚度　出处：《天津大学》2012年硕士论文　论文类型：学位论文

【摘要】：随着人们生活水平的提高和生活方式的改变，越来越多的家庭、个人以及企业不再需要长期拥有车辆，而是选择汽车租赁的方式。二十世纪，汽车租赁业起源于美国，所谓的汽车租赁业就是指在约定时间内租赁经营人将租赁汽车交付承租人使用，以取得租赁费用的经营方式。现在，汽车租赁业已有90多年的历史，其发展日益成熟，汽车租赁市场也呈现出上升的发展态势。然而，在我国还是一种新兴的服务行业，仅有二十多年的发展历史，且由于相关法律缺失、企业规模小、行业管理滞后等问题，从而陷入了服务质量参差不齐、整体服务水平比较落后的窘境。因此亟需构建适用于汽车租赁行业的服务质量评价方法，帮助企业了解自身服务水平，改善服务质量，提高顾客满意度。本文首先阐述了有关汽车租赁的概念、经营方式等基础知识；综述了服务质量、顾客满意与忠诚的有关理论后；以PZB的SERVQUAL模型为理论基础，，将其应用到一个全新的行业——汽车租赁行业。根据汽车租赁的行业特点设计出其服务质量的评价量表，量表分为有形性、可靠性、响应性、保证性和移情性五个维度。通过实地调查、网站发布问卷等方式对有过汽车租赁经历的人进行调查，根据得到的样本数据应用SPSS统计软件进行信度、效度分析和探索性因子分析以检验量表的信度和结构效度。在此基础上，采用路径分析探讨汽车租赁行业服务质量五个维度与顾客满意度和忠诚度之间的关系，为汽车租赁企业管理者在改善服务质量、提高顾客满意和忠诚度方面提供更多的策略与建议。
[Abstract]:With the improvement of people's living standard and the change of life style, more and more families, individuals and enterprises no longer need to own a car for a long time. In 20th century, the car rental industry originated in the United States. The so-called automobile leasing industry refers to the way in which the lease operator delivers the leased car to the lessee for the purpose of obtaining the lease fee within a specified time. Now, the car lease has a history of more than 90 years, and its development is increasingly mature. However, in our country, it is still a new service industry with a history of more than 20 years, and because of the lack of relevant laws, the scale of enterprises is small, and the industry management lags behind. Therefore, it is urgent to construct a service quality evaluation method suitable for automobile rental industry to help enterprises understand their service level and improve service quality. Improve customer satisfaction. In this paper, the concept of car rental, business methods and other basic knowledge are first expounded; after summarizing the relevant theories of service quality, customer satisfaction and loyalty, and based on the SERVQUAL model of PZB, According to the characteristics of automobile rental industry, the evaluation scale of its service quality is designed. The scale can be divided into tangible, reliable, responsive, and so on. Through field investigation, website questionnaire and so on, we investigated the people who had the experience of car rental. According to the sample data, we used the SPSS statistical software to carry on the reliability. Validity analysis and exploratory factor analysis are used to test the reliability and structural validity of the scale. On this basis, the relationship between the five dimensions of service quality and customer satisfaction and loyalty in automobile rental industry is discussed by path analysis. To provide more strategies and suggestions for auto rental enterprise managers to improve service quality and customer satisfaction and loyalty.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F832.49;F426.471

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