河南乡村旅游服务质量提升研究——基于SERVQUAL模型分析

基于SERVQUAL模型的基本原理,从河南乡村旅游的特点出发,对乡村旅游服务质量的评价要素进行了改进。通过问卷调查、实地考察的方式对河南乡村旅游地进行了服务质量的调研,并根据调研结果进行统计分析,提出需从提供个性化服务、游客投诉管理、服务人员培训、硬件设施建设等四个方面提高河南乡村旅游地服务质量水平。     

IT Service Climate—An Essential Managerial Tool to Improve Client Satisfaction With IT Service Quality

Although client satisfaction surveys can assess client satisfaction with IT service quality, they cannot easily be used to pinpoint how internal IT behaviors influence client satisfaction and prescribe solutions. This research fills the gap by introducing a concept— IT Service Climate—and a validated ten-item instrument that significantly explained client ratings of IT service quality. We recommend this measure as an effective diagnostic tool for managers aiming to improve quality and client satisfaction.     

A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality

Managing service quality is vital to retain customer satisfaction and augment revenues for any business organization. Often it is difficult to assess service quality due to lack of quantifiable measures and limited data. In this paper, we present a hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating service quality of urban transportation systems. The proposed approach consists of three steps. The first step involves development of a SERVQUAL based questionnaire to collect data for measuring transportation service quality. The participants provide linguistic assessments to rate the service quality criteria and the alternatives. In step 2, the linguistic ratings are combined through fuzzy TOPSIS to generate an overall performance score for each alternative. The alternative with the highest score is finally chosen. In step 3, sensitivity analysis is conducted to evaluate the influence of criteria weights on the decision making process.The strength of the proposed approach is its practical applicability and ability to provide solution under partial or lack of quantitative information. An application of the proposed approach for evaluation of service quality of metro in Montreal is provided.     

Using SERVQUAL to assess the quality of e-learning experience

Distance learning programs have been dramatically expanding in accordance with demand. Assessment of the quality of e-learning has become a strategic issue, one that is critical to program survival. In this study we propose a modified SERVQUAL instrument for assessing e-learning quality. The instrument consists of five dimensions: Assurance, Empathy, Responsiveness, Reliability, and Website Content. Data analysis from 203 e-learning students shows that four out of these five dimensions (except Reliability) play a significant role in perceived e-learning quality, which in turn affects learners’ satisfaction and future intentions to enroll in online courses. Managerial implications of the major findings are provided.     

Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool

This paper provides the newly developed IT consulting SERVQUAL measurement tool. In an attempt to measure the IS customers' perceived quality of the consulting services they received, the researchers developed a diagnostic tool of SERVQUAL based on the solid theoretical background, which can specifically be applied to the IT consulting service sector. It is composed of 6 dimensions of reliability, responsiveness, assurance, empathy, process and education, and the former four are derived from IT SERVQUAL and the latter two are added to consider the characteristics of IT consulting service.To develop IT consulting SERVQUAL, 7 consultants having over the 10 years careers, 3 customers having much experienced of consulting service, and 2 professors majoring in MIS have examined the constructs and the items of questionnaires. And this research had been applied to 86 respondents of 42 different organizations that had received IT consulting services over 2 past years to ensure the validation of this tool. The correlation and the factor analyses were conducted for validation of the measurement tool.The results indicated that six different areas in the measurement tool are significantly related with level of the customer satisfaction in spite of their few problems in its validation and its application in the field will be helpful to identify their problems and make plans for advancement.     

Benchmarking of service quality with data envelopment analysis

This paper proposes a data envelopment analysis (DEA) approach to measurement and benchmarking of service quality. Dealing with measurement of overall service quality of multiple units with SERVPERF as multiple-criteria decision-making (MCDM), the proposed approach utilizes DEA, in particular, the pure output model without inputs. The five dimensions of SERVPERF are considered as outputs of the DEA model. A case study of auto repair services is provided for the purpose of illustration. The current practice of benchmarking of service quality with SERVQUAL/SERVPERF is limited in that there is little guidance to whom to benchmark and to what degree service quality should be improved. This study contributes to the field of service quality benchmarking by overcoming the above limitations, taking advantage of DEA’s capability to handle MCDM problems and provide benchmarking guidelines.     

基于SERVQUAL模型的水上娱乐设施设计研究

目的 由于水上娱乐设施具有普适性,而各景区气候、地形、水系和发展重点不同,本文以木兰天池水上娱乐设施为例,旨在为其提出设计优化策略并对其进行设计研究。方法 首先,提取自然环境要素因子和娱乐设施要素因子,得出综合要素因子分类,即人员服务、设施服务、设施安全;其次,以SERVQUAL模型的五个维度为基准,构建出服务评价量表并采用选项隶属度计算进行筛选,得出最终服务评价量表;随后运用调查问卷、信度效度分析、因子分析;最后,计算出各指标感知与期望的差值。结果 舒适度、分流分区、环境安全、材料材质安全、结构安全、维护维修是木兰天池景区水上娱乐设施的主要设计要素,以此进行木兰天池景区水上娱乐设施设计研究。结论 此方法为设计景区同类水上娱乐设施提供了理论依据。     

基于SERVQUAL的工程服务质量评价研究

作为工程质量管理一个新的研究方向,工程服务质量对承包商的竞争力及其可持续发展的影响日益受到重视。为客观评价承包商工程服务质量水平并发现其中的不足,以SERVQUAL模型为基础,结合工程服务特点及相关研究成果,构建了承包商工程服务质量评价模型。应用实例研究表明,该模型可以对承包商工程服务质量水平做出准确、客观的评价,同时能够清晰地暴露承包商工程服务质量短板。根据评价结果,向承包商提出了提高其工程服务质量水平的几点建议。     

基于SERVQUAL模型的临床病历无纸化系统应用

探索病历无纸化建设的应用效果评价体系,为医院后续推广无纸化应用、提升管理水平提供指导方向和参考依据.从医护视角出发,基于SERVQUAL模型构建临床病历无纸化系统的服务质量评价体系,采用Z检验分析该系统的应用效果;在确信性、同感性、可信性、响应性和产品性5个维度下,参照组、观察组的样本均存在较为显著的差异.临床病历无纸...     

基于 AHP 的第三方物流企业顾客满意度的研究

以从事第三方物流服务的货运企业为研究对象,运用 SERVQUAL 模型建立第三方物流服务的顾客满意度评价指标体系;发放调查问卷,根据问卷调查结果,采用层次分析法（AHP）进行分析,找到影响第三方物流服务质量的关键因素,并在此基础上提出相关的改进建议。