ETC行业构建服务质量评价体系和应用研究
发布时间：2019-05-31 19:54
【摘要】：电子收费系统(ETC)是新兴的交通运输服务业,提高服务质量显然是ETC运营企业提升竞争力和赢得客户满意度,获得可持续发展的关键。但是国内目前还没有针对ETC行业在服务质量方面的研究。 本文的ETC行业服务质量评价系统采用了基于SERVPERF服务质量模型的评价要素,并结合ETC行业的特点进行了有针对性地修订；之后运用层次分析法(AHP)和专家评测法等方法得到各个要素的权重,构建了以形象质量、技术质量和职能质量这3个一级指标、12个二级指标以及36个三级指标为要素的ETC行业服务质量评价模型；接着应用这个模型,运用用户调查问卷和模糊综合评价等方法对某ETC运营企业的服务质量进行了实证研究；最后得到了各个元素的用户评价得分和企业服务质量评价的总分,根据得分情况对企业目前的问题作出了分析并指出了对策。 研究的结果表明在ETC服务质量评价模型的构建中使用SERVPERF服务质量评价模型是完全可行的；对某ETC运营企业的实证研究证明了本文所构建的ETC服务质量评价体系具有切实的可操作性；这个ETC服务质量评价模型可以有效的发现影响ETC运营企业服务质量的主要因素和改进方向,为ETC运营行业的发展决策提供帮助。 由于目前国内没有对ETC行业的服务质量研究,因此本文的研究对这个领域来说是一个有益的尝试。
[Abstract]:Electronic toll collection system (ETC) is a new transportation service industry. Improving the quality of service is obviously the key for ETC operators to enhance their competitiveness, win customer satisfaction and achieve sustainable development. However, at present, there is no research on the quality of service in the ETC industry in China. In this paper, the service quality evaluation system of ETC industry adopts the evaluation elements based on SERVPERF service quality model, and modifies it according to the characteristics of ETC industry. Then the weight of each element is obtained by using analytic hierarchy process (AHP) and expert evaluation method, and three first-level indexes, image quality, technical quality and functional quality, are constructed. 12 secondary indicators and 36 third-level indicators as elements of the ETC industry quality of service evaluation model; Then, using this model, the service quality of a ETC operating enterprise is empirically studied by using user questionnaire and fuzzy comprehensive evaluation. Finally, the user evaluation score of each element and the total score of enterprise service quality evaluation are obtained, and the current problems of the enterprise are analyzed and the countermeasures are pointed out according to the score situation. The results show that it is feasible to use SERVPERF service quality evaluation model in the construction of ETC service quality evaluation model. The empirical study on a ETC operating enterprise proves that the ETC service quality evaluation system constructed in this paper has practical maneuverability. This ETC service quality evaluation model can effectively find the main factors that affect the service quality of ETC operation enterprises and improve the direction, and provide help for the development decision of ETC operation industry. At present, there is no research on the quality of service of ETC industry in China, so the research in this paper is a useful attempt in this field.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F542;U492
本文编号：2489976
[Abstract]:Electronic toll collection system (ETC) is a new transportation service industry. Improving the quality of service is obviously the key for ETC operators to enhance their competitiveness, win customer satisfaction and achieve sustainable development. However, at present, there is no research on the quality of service in the ETC industry in China. In this paper, the service quality evaluation system of ETC industry adopts the evaluation elements based on SERVPERF service quality model, and modifies it according to the characteristics of ETC industry. Then the weight of each element is obtained by using analytic hierarchy process (AHP) and expert evaluation method, and three first-level indexes, image quality, technical quality and functional quality, are constructed. 12 secondary indicators and 36 third-level indicators as elements of the ETC industry quality of service evaluation model; Then, using this model, the service quality of a ETC operating enterprise is empirically studied by using user questionnaire and fuzzy comprehensive evaluation. Finally, the user evaluation score of each element and the total score of enterprise service quality evaluation are obtained, and the current problems of the enterprise are analyzed and the countermeasures are pointed out according to the score situation. The results show that it is feasible to use SERVPERF service quality evaluation model in the construction of ETC service quality evaluation model. The empirical study on a ETC operating enterprise proves that the ETC service quality evaluation system constructed in this paper has practical maneuverability. This ETC service quality evaluation model can effectively find the main factors that affect the service quality of ETC operation enterprises and improve the direction, and provide help for the development decision of ETC operation industry. At present, there is no research on the quality of service of ETC industry in China, so the research in this paper is a useful attempt in this field.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F542;U492
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