农村公路服务质量评价理论与方法研究

发布时间：2018-06-14 21:52

  本文选题：农村公路 + 服务质量　； 参考：《长安大学》2015年博士论文

【摘要】：服务质量评价是服务管理研究领域的重要内容,国内外交通运输领域的服务质量管理研究也在过去的十几年中取得了明显的进展,可是,针对农村公路服务质量管理的研究极其有限;同时,作为公共产品(服务)领域的服务质量评价的主题之一,农村公路这种公共设施的服务质量评价的理论研究还刚刚开始。因此,本文的研究不仅具有较强的现实意义,也具有一定的理论价值。本文针对有关管理部门和学者对农村公路定义的不一致的现象进行了分析,进一步明确了农村公路作为公共基础设施和服务社会经济发展的根本特性;借鉴服务经济和服务管理的理论成果,定性分析了农村公路服务的内涵及本质特性:它是一种公共服务;继而在公共服务管理和经典的服务质量形成模型的分析基础上,探讨了农村公路服务质量是由用户感知和农村公路部门支持共同作用的质量形成机理;同时,指出用户感知的农村公路服务质量是由道路质量、安全质量、环境质量、行为质量、信息质量、紧急救助、成本费用等7类要素组成;农村公路部门支持的服务质量是由人员质量、管理质量、设施质量、信息质量和流程质量等5类要素组成。随后根据“用户—农村公路部门”二元主体的服务质量形成机理模型,构建了分别测量两类质量的评价指标体系以及评价模型,在科学性、适用性、可操作性等原则的前提下,确立了以问卷调查和结构化访谈为调查和数据收集方式,以结构熵权法、主客观赋权法确定各级各类指标权重,以SPSS模型检验与计算的整体评价思路与方法,最后汇总计算得出评价对象的服务质量评价结果。本文最后利用我国中部S省的问卷调查数据对评价模型和评价方法进行了实证检验;组合使用KANO模型与改进的IPA法对该省的服务质量要素改进进行了分析与探讨,并提出了相应的对策建议。研究表明:(1)从“用户—农村公路部门”二元主体出发进行农村公路服务质量评价较以往研究单纯从用户导向出发或从服务供给部门出发更能真实反映我国农村公路建设、运营、管理的实际情况;(2)基于“服务质量概念确定—服务质量形成机理—服务质量维度分析—服务质量测量评价”的服务质量形成及评价的逻辑体系建立的“用户—农村公路部门”的农村公路服务质量评价模型与评价方法全面将农村公路服务质量管理引入到用户导向为主、公共部门管理为辅的管理框架中来,并经S省的实证检验证明为提高农村公路服务管理水平提供了可借鉴、可操作的方法与工具。
[Abstract]:Service quality evaluation is an important content in the field of service management. The research on service quality management in the field of transportation at home and abroad has made remarkable progress in the past ten years, but, The research on rural highway service quality management is extremely limited. Meanwhile, as one of the subjects of service quality evaluation in the field of public goods (service), the theoretical study of rural highway service quality evaluation of public facilities has just begun. Therefore, the study of this paper not only has strong practical significance, but also has certain theoretical value. This paper analyzes the inconsistent definition of rural roads by relevant management departments and scholars, and further clarifies the fundamental characteristics of rural roads as public infrastructure and service for social and economic development. Referring to the theoretical achievements of service economy and service management, this paper qualitatively analyzes the connotation and essential characteristics of rural highway service: it is a kind of public service, and then on the basis of the analysis of the public service management and the classical service quality forming model, This paper probes into the forming mechanism of rural highway service quality which is co-acted by user perception and rural highway department support, and points out that the service quality of rural highway perceived by user is composed of road quality, safety quality and environmental quality. The service quality supported by rural highway department is composed of five kinds of factors, such as personnel quality, management quality, facility quality, information quality and process quality. Then, according to the service quality forming mechanism model of "user-rural highway department" dualistic main body, the evaluation index system and evaluation model of measuring two kinds of quality are constructed respectively, under the premise of scientific, applicable, operable and so on. In this paper, questionnaire survey and structured interview are used as investigation and data collection methods, structural entropy method, subjective and objective weighting method are used to determine the weight of all kinds of indexes, and SPSS model is used to test and calculate the whole evaluation thought and method. Finally, the evaluation results of service quality of the evaluation object are summarized and calculated. Finally, using the questionnaire survey data of S province in central China, the paper makes an empirical test on the evaluation model and evaluation method, analyzes and discusses the improvement of service quality factors in the province by using Kano model and improved IPA method. The corresponding countermeasures and suggestions are put forward. The research shows that the evaluation of rural highway service quality from the dual subject of "user-rural highway department" is more true than that of the previous study, which can reflect the construction and operation of rural highway in China. The logical system of service quality formation and evaluation based on "service quality concept determination-service quality forming mechanism-service quality dimension analysis-service quality measurement and evaluation" The evaluation model and evaluation method of rural highway service quality based on village highway department comprehensively introduce rural highway service quality management to user-oriented. In the management framework supplemented by public sector management, and through the empirical test of S province, it has been proved that it can provide reference and operational methods and tools for improving the management level of rural highway service.
【学位授予单位】：长安大学
【学位级别】：博士
【学位授予年份】：2015
【分类号】：U418.2
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本文编号：2019071