笔记本电脑服务质量测量模型及其应用研究

Research on the Measurement and Application of Model for Notebook Service Quality

本文以PZB的SERVQUAL模型为基础,在对200个用户电话调查和76名用户小组访谈的基础上,构建了反映笔记本电脑服务质量的初始模型。随后,又通过对458份问卷调查结果的信度、效度及验证性因子分析,建立了笔记本电脑服务质量测量模型并对其进行了标准化。最后,本文应用标准化后的模型分析了374名商用用户对笔记本电脑服务质量的总体评价。

Based on the PZB’s SERVQUAL model,an initial model of notebook service quality is proposed according to a phone survey of 200 users and a group interviews survey of 76 users. After that,the initial model is validated and a standardized measurement model of notebook service quality is established by using reliability and validity analysis and confirmatory factor analysis of 458 questionnaires. At last,the study uses the standardized model to obtain 374 users＇ assessments of the notebook service quality through analyzing these users’expected value and perceived value.