客运企业服务品质综合评价模型研究——基于顾客满意度理论

本文将顾客满意度理论应用于交通运输行业,建立了用于衡量旅客运输企业服务品质的旅客满意度评价理论框架,框架由6个因素组成,其中预期质量、感知质量和感知价值是旅客满意度的原因变量,旅客抱怨和旅客忠诚则是旅客满意度的结果变量。基于上述6变量本文分别设计了评价指标体系,并设计了评价流程。

Study on Passenger Transportation Enterprises Service Quality Evaluation Model:Based on Customer Satisfaction Theory

The paper applies customer satisfaction indicator theory in transportation firms,builds transportation enterprises customer service satisfaction evaluation theory framework,which is consisted of six sectors,they are expectation quality,perceptual quality,perceptual value,customer satisfaction degree,customer complain and customer honesty.And then the paper builds indicator systems and designs evaluation schedule.