2021年服务质量指数唐晓芬.doc

服 务 质 量 指 数
唐 晓 芬
摘要：现在对服务质量评价通常从用户主观感受程度，采取SEVEQUAL、用户满意度等方法。不过，对服务质量提供过程和提供能力包含不够，而这些原因是决定服务质量水平前提，经过对这些要素进行综合测评，才能正确、客观地表现服务质量水平。本文提出建立以用户为中心，涵盖服务质量能力、服务质量过程、服务质量绩效服务质量体系模型，并用服务质量评价新型工具——服务质量指数来定量化地描述服务质量水平。最终，经过实证研究论证了服务质量指数有效性。
关键词：服务质量 指数 模型 改善
Service Quality Index
Tang Xiaofen
(Shanghai Academy of Quality Management, Tel: 86-21-62835871, E-mail:)
Abstract: Nowadays the evaluation of service quality usually adopts the methods such as SEVEQUAL, customer satisfaction, etc. And these methods employ the customer's impression to evaluate the service quality. But the attention paid to the process and capacity of service quality is not enough. While these two factors are prerequisites to determine the level of service quality. To describe the level of service quality accurately and objectively, it is necessary to evaluate these factors synthetically. This paper presents and establishes a service quality system model, which is customer-focused and covers three functional aspects of service capacity, service process and service performance. With the service quality index, the model describes quantitatively the level of service quality, which is a new point of view and method. Finally the paper introduces a real study case of an enterprise, which demonstrates the validity of service quality index.
Key words: Service quality, Index, Model, Improvement
1 引 言
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