| 基于SERVQUAL的供电服务质量测量标尺研究 |
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| 引用本文： | 张新安,田澎. 基于SERVQUAL的供电服务质量测量标尺研究[J]. 管理工程学报, 2005, 19(4): 1-8 |
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| 作者姓名： | 张新安 田澎 |
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| 作者单位： | 上海交通大学管理学院,上海,200052 |
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| 基金项目： | 国家自然科学基金项目(70271040) |
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| 摘 要： | 服务质量的测量是近年来服务管理的热点问题。本文基于PZB提出的SERVQUAL标尺,采用实证方法,发展了测量供电服务质量的标尺。研究结果表明,新的标尺更为适合供电服务的特征,并且具有更合理的维度结构、信度、结构效度和预测效度,对于其它行业服务质量的测量也具有相当的借鉴意义。
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| 关 键 词： | SERVQUAL 供电服务 服务质量 顾客满意 |
| 文章编号： | 1004-6062(2005)04-0001-08 |
| 修稿时间： | 2003-06-25 |
A Study on the Scale Measuring Service Quality of Power Supply Based on SERVQUAL |
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| ZHANG Xin-an,TIAN Peng. A Study on the Scale Measuring Service Quality of Power Supply Based on SERVQUAL[J]. Journal of Industrial Engineering and Engineering Management, 2005, 19(4): 1-8 |
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| Authors: | ZHANG Xin-an TIAN Peng |
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| Abstract: | Measuring service quality has been a hot topic in service management in recent years.Basing on SERVQUAL put forwarded by PZB,the authors develop a new scale measuring service quality in power supply industry using empirical method.The results show that the new scale is more adapted to characters of power supply service,and has better dimensionality,reliability,construct validity and predictive validity.The study also gives a guideline for measuring service quality in other industries. |
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| Keywords: | SERVQUAL power supply service service quality customer satisfaction |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ |
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