摘要
对传统GAP模型进行了改进,提出了把"差异分数"和"差异除数"结合起来分析;适当地增减SERVQUAL量表的问题内容和数量;利用因子分析来解释顾客满意度的服务属性而不是采取事先定义等改进措施。通过改进的GAP模型进行了实证研究,找出了移动市场顾客满意度的服务属性,并对之进行了定义(顾客情感、雇员行为、硬件措施、企业表现)、解释和排序。
Based on inproving the GAP model, this paper brings forward that difference of absolute value and relativism value should be combined for analysis; suitably add and reduce the content and amount of the SERVQUAL questionnaire; and the service attributes of the customer satisfaction are explained by the factorial analysis. With the modified GAP mode, a demonstration study is carried out in this article. Four service attributes （customer sensibility, employee behavior, hardware establishment, enterprise representation）of customer satisfaction for China mobile market have been found, and also defined, explained, and reordered.
出处
《工业工程与管理》
2008年第1期62-66,77,共6页
Industrial Engineering and Management
基金
国家自然科学基金资助项目(70533030)
关键词
GAP模型
服务属性
顾客满意度
市场细分
GAP model
service attribute
customer satisfaction
market segmentation
