服务质量五维度对服务满意及服务忠诚的影响——基于转型期间中国服务业的一项实证研究

近些年来,中国服务业发展迅速,但各行业发展良莠不齐,距离发达国家服务业水平还有相当的距离,我们感觉服务质量应是困扰中国服务业的瓶颈。在充分的理论研究基础上,我们在天津和贵阳两地针对我国主要服务业进行了实证调研,力求寻找困扰中国服务业塑造服务忠诚度的症结。在此基础上,采用基于PLS-GRAPH统计分析软件的结构方程模型,综合分析了感知服务质量五维度对顾客满意及服务忠诚度的影响,并最终建立了以服务质量五维度为源头的服务忠诚模型,文章的最后为中国服务企业最终提升服务忠诚度提出了建议。

The Effect of Five-dimensional Service Quality on the Degreeof Satisfaction to Service and Loyalty

Though China's service industry has developed rapidly in recent years,the good and the bad have been intermingled; generally,service level in China is rather lower than that in developed nations,and in our opinion,service quality is the bottleneck that impedes China's service industry. Based on thorough theoretic studies,we have made a case study in Tianjin and Guiyang to probe into China's main service companies,making every effort to pinpoint the crux that hampers China's building of service loyalty in the service industry. And on this basis,we have adopted the structural equation model of PLS-GRAPH statistical software to comprehensively analyze the impact of five dimensions of perception of service quality upon customers' satisfaction and loyalty in service,and finally constructed a service loyalty model that is derived from five-dimensional service quality. In the end of this paper,we offered our suggestions about upgrading the service loyalty for China's service enterprises.