本文選題：農(nóng)村公路 + 服務(wù)質(zhì)量��； 參考：《長(zhǎng)安大學(xué)》2015年博士論文

【摘要】：服務(wù)質(zhì)量評(píng)價(jià)是服務(wù)管理研究領(lǐng)域的重要內(nèi)容,國(guó)內(nèi)外交通運(yùn)輸領(lǐng)域的服務(wù)質(zhì)量管理研究也在過去的十幾年中取得了明顯的進(jìn)展,可是,針對(duì)農(nóng)村公路服務(wù)質(zhì)量管理的研究極其有限;同時(shí),作為公共產(chǎn)品(服務(wù))領(lǐng)域的服務(wù)質(zhì)量評(píng)價(jià)的主題之一,農(nóng)村公路這種公共設(shè)施的服務(wù)質(zhì)量評(píng)價(jià)的理論研究還剛剛開始。因此,本文的研究不僅具有較強(qiáng)的現(xiàn)實(shí)意義,也具有一定的理論價(jià)值。本文針對(duì)有關(guān)管理部門和學(xué)者對(duì)農(nóng)村公路定義的不一致的現(xiàn)象進(jìn)行了分析,進(jìn)一步明確了農(nóng)村公路作為公共基礎(chǔ)設(shè)施和服務(wù)社會(huì)經(jīng)濟(jì)發(fā)展的根本特性;借鑒服務(wù)經(jīng)濟(jì)和服務(wù)管理的理論成果,定性分析了農(nóng)村公路服務(wù)的內(nèi)涵及本質(zhì)特性:它是一種公共服務(wù);繼而在公共服務(wù)管理和經(jīng)典的服務(wù)質(zhì)量形成模型的分析基礎(chǔ)上,探討了農(nóng)村公路服務(wù)質(zhì)量是由用戶感知和農(nóng)村公路部門支持共同作用的質(zhì)量形成機(jī)理;同時(shí),指出用戶感知的農(nóng)村公路服務(wù)質(zhì)量是由道路質(zhì)量、安全質(zhì)量、環(huán)境質(zhì)量、行為質(zhì)量、信息質(zhì)量、緊急救助、成本費(fèi)用等7類要素組成;農(nóng)村公路部門支持的服務(wù)質(zhì)量是由人員質(zhì)量、管理質(zhì)量、設(shè)施質(zhì)量、信息質(zhì)量和流程質(zhì)量等5類要素組成。隨后根據(jù)“用戶—農(nóng)村公路部門”二元主體的服務(wù)質(zhì)量形成機(jī)理模型,構(gòu)建了分別測(cè)量?jī)深愘|(zhì)量的評(píng)價(jià)指標(biāo)體系以及評(píng)價(jià)模型,在科學(xué)性、適用性、可操作性等原則的前提下,確立了以問卷調(diào)查和結(jié)構(gòu)化訪談為調(diào)查和數(shù)據(jù)收集方式,以結(jié)構(gòu)熵權(quán)法、主客觀賦權(quán)法確定各級(jí)各類指標(biāo)權(quán)重,以SPSS模型檢驗(yàn)與計(jì)算的整體評(píng)價(jià)思路與方法,最后匯總計(jì)算得出評(píng)價(jià)對(duì)象的服務(wù)質(zhì)量評(píng)價(jià)結(jié)果。本文最后利用我國(guó)中部S省的問卷調(diào)查數(shù)據(jù)對(duì)評(píng)價(jià)模型和評(píng)價(jià)方法進(jìn)行了實(shí)證檢驗(yàn);組合使用KANO模型與改進(jìn)的IPA法對(duì)該省的服務(wù)質(zhì)量要素改進(jìn)進(jìn)行了分析與探討,并提出了相應(yīng)的對(duì)策建議。研究表明:(1)從“用戶—農(nóng)村公路部門”二元主體出發(fā)進(jìn)行農(nóng)村公路服務(wù)質(zhì)量評(píng)價(jià)較以往研究單純從用戶導(dǎo)向出發(fā)或從服務(wù)供給部門出發(fā)更能真實(shí)反映我國(guó)農(nóng)村公路建設(shè)、運(yùn)營(yíng)、管理的實(shí)際情況;(2)基于“服務(wù)質(zhì)量概念確定—服務(wù)質(zhì)量形成機(jī)理—服務(wù)質(zhì)量維度分析—服務(wù)質(zhì)量測(cè)量評(píng)價(jià)”的服務(wù)質(zhì)量形成及評(píng)價(jià)的邏輯體系建立的“用戶—農(nóng)村公路部門”的農(nóng)村公路服務(wù)質(zhì)量評(píng)價(jià)模型與評(píng)價(jià)方法全面將農(nóng)村公路服務(wù)質(zhì)量管理引入到用戶導(dǎo)向?yàn)橹�、公共部門管理為輔的管理框架中來,并經(jīng)S省的實(shí)證檢驗(yàn)證明為提高農(nóng)村公路服務(wù)管理水平提供了可借鑒、可操作的方法與工具。
[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.
【學(xué)位授予單位】：長(zhǎng)安大學(xué)
【學(xué)位級(jí)別】：博士
【學(xué)位授予年份】：2015
【分類號(hào)】：U418.2
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本文編號(hào)：2019071