我国公路客运企业服务质量评价研究

发布时间：2018-06-22 18:30

本文选题：服务质量 + 评价模型　；参考：《长安大学》2013年硕士论文

【摘要】：在我国加快产业结构调整的今天，传统服务业如何向现代服务业转变已经成为主要的问题。作为传统服务业一员的公路客运服务企业在产业结构调整的浪潮中进行服务改进对其发展已至关重要，对公路客运服务的完善需要在科学合理的评价现有服务质量的基础上进行。然而目前我国公路客运服务质量评价缺乏一套系统可行的评价体系，企业对服务质量的考量仍处在单纯从企业实力角度出发的观念上，这种观念及随之产生的评价方法已经不能适用于现代服务管理中顾客至上的基本条件。本文通过对我国公路客运企业服务质量现状进行分析，研究国内外服务质量评价模型，在从顾客角度出发的理念指导下，，将顾客、企业有机结合，利用差距分析思想建立一个系统的我国公路客运企业服务质量评价“差距模型”。该模型通过对顾客感知服务质量、顾客期望服务质量和企业提供服务质量三个维度对企业服务质量的作用分别分析，提出公路客运企业综合服务质量是在这三个维度共同作用下的结果，进而通过分析法、Delphi模糊分析、AHP层次分析等方法为模型各个维度选取评价指标并配置权重。同时在综合评价公路客运服务企业服务质量的前提下，本文基于差距分析的思想提出“顾客惊喜”、“顾客损失”及“企业损失”三个差距评价指标。对这三个差距指标的评价可以有效地发现目前企业服务质量问题所在，为企业服务质量完善寻找出最为有效的出发点。本文利用“差距模型”进行了实证评价，根据模型的指标体系设计调研问卷，选择TX客运有限公司进行实地问卷调查。对收集的问卷进行筛选和数据处理，利用差距模型对TX客运有限公司的服务质量进行评价，得出该公司目前公路客运服务质量处于低质量企业损失状态的结果，并针对评价结果给出TX客运有限公司的服务质量完善建议。
[Abstract]:How to transform the traditional service industry to the modern service industry has become a major problem in the process of accelerating the adjustment of industrial structure in our country. As a member of the traditional service industry, highway passenger transport service enterprises have carried out service improvement in the tide of industrial structure adjustment, which is of great importance to their development. The improvement of highway passenger service needs to be carried out on the basis of scientific and reasonable evaluation of the existing service quality. However, the evaluation of highway passenger transport service quality in our country lacks a set of systematic and feasible evaluation system, and the consideration of service quality of enterprises is still in the concept of purely starting from the angle of enterprise strength. This concept and the following evaluation methods can no longer be applied to the basic conditions of customer supremacy in modern service management. Based on the analysis of the present situation of service quality of highway passenger transport enterprises in China, this paper studies the evaluation model of service quality at home and abroad, and organically combines customers and enterprises under the guidance of the concept of customer perspective. A systematic "gap model" for evaluating the service quality of highway passenger transport enterprises in China is established by using the thought of gap analysis. The model analyzes the effect of customer perceived service quality, customer expectation service quality and enterprise service quality on enterprise service quality. It is put forward that the comprehensive service quality of highway passenger transport enterprises is the result of the joint action of these three dimensions, and then through Delphi fuzzy analysis and AHP analytic hierarchy process, the evaluation indexes are selected and the weights are allocated for each dimension of the model. At the same time, on the premise of synthetically evaluating the service quality of highway passenger transport service enterprises, this paper puts forward three evaluation indexes of "customer surprise", "customer loss" and "enterprise loss" based on the thought of gap analysis. The evaluation of these three indicators can effectively find out where the service quality problem lies and find out the most effective starting point for the improvement of enterprise service quality. This paper uses the "gap model" to carry on the empirical evaluation, designs the questionnaire according to the model's index system, selects TX passenger transport limited company to carry on the field questionnaire survey. The questionnaire is screened and processed, and the service quality of TX passenger Transport Co., Ltd. is evaluated by using the gap model. The result shows that the service quality of the highway passenger transport company is in the state of loss in the low quality enterprises. The service quality of TX passenger Transport Co., Ltd.
【学位授予单位】：长安大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F542.6

【引证文献】