【摘要】：電子收費(fèi)系統(tǒng)(ETC)是新興的交通運(yùn)輸服務(wù)業(yè),提高服務(wù)質(zhì)量顯然是ETC運(yùn)營(yíng)企業(yè)提升競(jìng)爭(zhēng)力和贏得客戶滿意度,獲得可持續(xù)發(fā)展的關(guān)鍵。但是國(guó)內(nèi)目前還沒(méi)有針對(duì)ETC行業(yè)在服務(wù)質(zhì)量方面的研究。 本文的ETC行業(yè)服務(wù)質(zhì)量評(píng)價(jià)系統(tǒng)采用了基于SERVPERF服務(wù)質(zhì)量模型的評(píng)價(jià)要素,并結(jié)合ETC行業(yè)的特點(diǎn)進(jìn)行了有針對(duì)性地修訂；之后運(yùn)用層次分析法(AHP)和專家評(píng)測(cè)法等方法得到各個(gè)要素的權(quán)重,構(gòu)建了以形象質(zhì)量、技術(shù)質(zhì)量和職能質(zhì)量這3個(gè)一級(jí)指標(biāo)、12個(gè)二級(jí)指標(biāo)以及36個(gè)三級(jí)指標(biāo)為要素的ETC行業(yè)服務(wù)質(zhì)量評(píng)價(jià)模型；接著應(yīng)用這個(gè)模型,運(yùn)用用戶調(diào)查問(wèn)卷和模糊綜合評(píng)價(jià)等方法對(duì)某ETC運(yùn)營(yíng)企業(yè)的服務(wù)質(zhì)量進(jìn)行了實(shí)證研究；最后得到了各個(gè)元素的用戶評(píng)價(jià)得分和企業(yè)服務(wù)質(zhì)量評(píng)價(jià)的總分,根據(jù)得分情況對(duì)企業(yè)目前的問(wèn)題作出了分析并指出了對(duì)策。 研究的結(jié)果表明在ETC服務(wù)質(zhì)量評(píng)價(jià)模型的構(gòu)建中使用SERVPERF服務(wù)質(zhì)量評(píng)價(jià)模型是完全可行的；對(duì)某ETC運(yùn)營(yíng)企業(yè)的實(shí)證研究證明了本文所構(gòu)建的ETC服務(wù)質(zhì)量評(píng)價(jià)體系具有切實(shí)的可操作性；這個(gè)ETC服務(wù)質(zhì)量評(píng)價(jià)模型可以有效的發(fā)現(xiàn)影響ETC運(yùn)營(yíng)企業(yè)服務(wù)質(zhì)量的主要因素和改進(jìn)方向,為ETC運(yùn)營(yíng)行業(yè)的發(fā)展決策提供幫助。 由于目前國(guó)內(nèi)沒(méi)有對(duì)ETC行業(yè)的服務(wù)質(zhì)量研究,因此本文的研究對(duì)這個(gè)領(lǐng)域來(lái)說(shuō)是一個(gè)有益的嘗試。
[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.
【學(xué)位授予單位】：北京交通大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F542;U492

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