服務(wù)質(zhì)量指數(shù)知識(shí)講解(已修改)
2025-07-09 15:26 本頁(yè)面
【正文】 服 務(wù) 質(zhì) 量 指 數(shù)摘要：目前對(duì)服務(wù)質(zhì)量的評(píng)價(jià)通常從顧客的主觀(guān)感受程度，采用SEVEQUAL、顧客滿(mǎn)意度等方法。但是，對(duì)服務(wù)質(zhì)量的提供過(guò)程和提供能力涉及不夠，而這些因素是決定服務(wù)質(zhì)量水平的前提，通過(guò)對(duì)這些要素進(jìn)行綜合測(cè)評(píng)，才能準(zhǔn)確、客觀(guān)地體現(xiàn)服務(wù)質(zhì)量的水平。本文提出建立以顧客為中心，涵蓋服務(wù)質(zhì)量能力、服務(wù)質(zhì)量過(guò)程、服務(wù)質(zhì)量績(jī)效的服務(wù)質(zhì)量體系模型，并用服務(wù)質(zhì)量評(píng)價(jià)的新型工具——服務(wù)質(zhì)量指數(shù)來(lái)定量化地描述服務(wù)質(zhì)量水平。最后，通過(guò)實(shí)證研究論證了服務(wù)質(zhì)量指數(shù)的有效性。關(guān)鍵詞：服務(wù)質(zhì)量 指數(shù) 模型 改進(jìn)Service Quality IndexTang Xiaofen(Shanghai Academy of Quality Management, Tel: 862162835871, Email:tangxf@)Abstract: Nowadays the evaluation of service quality usually adopts the methods such as SEVEQUAL, customer satisfaction, etc. And these methods employ the customer39。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 customerfocused 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, Improvement1 引 言目前全球國(guó)民生產(chǎn)總值的58%來(lái)自服務(wù)業(yè)，服務(wù)貿(mào)易在國(guó)際貿(mào)易中的比重達(dá)到25%，服務(wù)質(zhì)量成為人們?nèi)找骊P(guān)注的焦點(diǎn)。國(guó)際有關(guān)制造業(yè)的質(zhì)量管理理論和方法日臻成熟，然而服務(wù)質(zhì)量理念和管理方法方面的研究卻相對(duì)滯后。由于服務(wù)具有無(wú)形性、異質(zhì)性、不可分割性、不可存儲(chǔ)性等與實(shí)體產(chǎn)品不同的特性，因此產(chǎn)生于制造業(yè)傳統(tǒng)的質(zhì)量管理理論與方法在服務(wù)業(yè)質(zhì)量管理中的應(yīng)用受到限制。這一狀況已引起國(guó)際上產(chǎn)業(yè)界、學(xué)術(shù)界的廣泛關(guān)注。國(guó)外對(duì)服務(wù)質(zhì)量深入和廣泛地研究始于二十世紀(jì)80年代初。早期研究集中在服務(wù)營(yíng)銷(xiāo)領(lǐng)域，后來(lái)逐步擴(kuò)展到服務(wù)作業(yè)、人力資源管理等相關(guān)領(lǐng)域，呈現(xiàn)出多學(xué)科交叉研究的特點(diǎn)。芬蘭學(xué)者格朗魯斯1982年（Christian Gronroos,1982）最早提出顧客感知服務(wù)質(zhì)量的概念，他認(rèn)為服務(wù)質(zhì)量本質(zhì)是一種感知，它由顧客
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