發(fā)布時(shí)間：2018-06-22 18:30

  本文選題：服務(wù)質(zhì)量 + 評(píng)價(jià)模型�。� 參考：《長(zhǎng)安大學(xué)》2013年碩士論文

【摘要】：在我國(guó)加快產(chǎn)業(yè)結(jié)構(gòu)調(diào)整的今天，傳統(tǒng)服務(wù)業(yè)如何向現(xiàn)代服務(wù)業(yè)轉(zhuǎn)變已經(jīng)成為主要的問(wèn)題。作為傳統(tǒng)服務(wù)業(yè)一員的公路客運(yùn)服務(wù)企業(yè)在產(chǎn)業(yè)結(jié)構(gòu)調(diào)整的浪潮中進(jìn)行服務(wù)改進(jìn)對(duì)其發(fā)展已至關(guān)重要，對(duì)公路客運(yùn)服務(wù)的完善需要在科學(xué)合理的評(píng)價(jià)現(xiàn)有服務(wù)質(zhì)量的基礎(chǔ)上進(jìn)行。然而目前我國(guó)公路客運(yùn)服務(wù)質(zhì)量評(píng)價(jià)缺乏一套系統(tǒng)可行的評(píng)價(jià)體系，企業(yè)對(duì)服務(wù)質(zhì)量的考量仍處在單純從企業(yè)實(shí)力角度出發(fā)的觀念上，這種觀念及隨之產(chǎn)生的評(píng)價(jià)方法已經(jīng)不能適用于現(xiàn)代服務(wù)管理中顧客至上的基本條件。 本文通過(guò)對(duì)我國(guó)公路客運(yùn)企業(yè)服務(wù)質(zhì)量現(xiàn)狀進(jìn)行分析，研究國(guó)內(nèi)外服務(wù)質(zhì)量評(píng)價(jià)模型，在從顧客角度出發(fā)的理念指導(dǎo)下，，將顧客、企業(yè)有機(jī)結(jié)合，利用差距分析思想建立一個(gè)系統(tǒng)的我國(guó)公路客運(yùn)企業(yè)服務(wù)質(zhì)量評(píng)價(jià)“差距模型”。該模型通過(guò)對(duì)顧客感知服務(wù)質(zhì)量、顧客期望服務(wù)質(zhì)量和企業(yè)提供服務(wù)質(zhì)量三個(gè)維度對(duì)企業(yè)服務(wù)質(zhì)量的作用分別分析，提出公路客運(yùn)企業(yè)綜合服務(wù)質(zhì)量是在這三個(gè)維度共同作用下的結(jié)果，進(jìn)而通過(guò)分析法、Delphi模糊分析、AHP層次分析等方法為模型各個(gè)維度選取評(píng)價(jià)指標(biāo)并配置權(quán)重。同時(shí)在綜合評(píng)價(jià)公路客運(yùn)服務(wù)企業(yè)服務(wù)質(zhì)量的前提下，本文基于差距分析的思想提出“顧客驚喜”、“顧客損失”及“企業(yè)損失”三個(gè)差距評(píng)價(jià)指標(biāo)。對(duì)這三個(gè)差距指標(biāo)的評(píng)價(jià)可以有效地發(fā)現(xiàn)目前企業(yè)服務(wù)質(zhì)量問(wèn)題所在，為企業(yè)服務(wù)質(zhì)量完善尋找出最為有效的出發(fā)點(diǎn)。 本文利用“差距模型”進(jìn)行了實(shí)證評(píng)價(jià)，根據(jù)模型的指標(biāo)體系設(shè)計(jì)調(diào)研問(wèn)卷，選擇TX客運(yùn)有限公司進(jìn)行實(shí)地問(wèn)卷調(diào)查。對(duì)收集的問(wèn)卷進(jìn)行篩選和數(shù)據(jù)處理，利用差距模型對(duì)TX客運(yùn)有限公司的服務(wù)質(zhì)量進(jìn)行評(píng)價(jià)，得出該公司目前公路客運(yùn)服務(wù)質(zhì)量處于低質(zhì)量企業(yè)損失狀態(tài)的結(jié)果，并針對(duì)評(píng)價(jià)結(jié)果給出TX客運(yùn)有限公司的服務(wù)質(zhì)量完善建議。
[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.
【學(xué)位授予單位】：長(zhǎng)安大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類(lèi)號(hào)】：F542.6

【引證文獻(xiàn)】

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1 吳兵濤;基于Kano-IPA整合模型的客運(yùn)站服務(wù)評(píng)價(jià)研究[D];長(zhǎng)安大學(xué);2015年

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