| 基于SERVQUAL5＋2模型的供电服务品质评价 |
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| 引用本文： | 谢传胜,范艳霞.基于SERVQUAL5＋2模型的供电服务品质评价[J].华北电力大学学报(社会科学版),2008(2):14-18. |
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| 作者姓名： | 谢传胜 范艳霞 |
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| 作者单位： | 华北电力大学工商管理学院,北京,102206 |
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| 摘 要： | 结合供电服务品质特性，对服务质量模型加以改进，增加安全性和稳定性两个质量属性，形成SERVQUAL5＋2专项评价模型，并据该改进模型构建供电服务品质外部评价指标体系，基于因子分析法和群组决策法进行算例分析，国内几家大型供电公司的试用结果表明该评价体系的有效性。
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| 关 键 词： | SERVQUAL5+2模型 供电服务品质 评价指标 |
Electricity Services Quality Evaluation Based on SERVQUAL5+2 Model |
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| XIE Chuan-sheng,FAN Yan-xia.Electricity Services Quality Evaluation Based on SERVQUAL5+2 Model[J].Journal of North China Electric Power University(Social Sciences),2008(2):14-18. |
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| Authors: | XIE Chuan-sheng FAN Yan-xia |
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| Institution: | (School of Business Administration, North China Electric Power University, Beijing 102206, China) |
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| Abstract: | The SERVQUAL model is improved by increasing two quality attributes of electricity services,safety and stability,which is a special evaluation SERVQUAL5 2model.Then according to the improved model,external evaluation index systems on quality attributes of electricity services is set up and based on the factor analysis and group decision-making method for example analysis.The evaluation index systems are shown effectively by trial results of several large domestic power companies. |
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| Keywords: | SERVQUAL5 2model electricity services quality evaluation index |
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