基于SEM的生产性服务质量关键影响因素

Critical Factors Affecting Quality of Producer-Services Using Structural Equation Modeling

随着制造业服务化趋势的日渐显现,生产性服务质量问题已成为学术与企业界关注的焦点。对生产性服务质量的关键影响因素进行了研究。在SERVPREF量表的基础上,构建了包含5个潜变量的服务质量模型,分别为:有形性、可靠性、响应性、保证性和移情性。通过问卷调查获取研究数据,运用SEM完成了信度及模型适配度分析,最终得到了影响服务质量的关键因素及各因素之间的相关性。

With the trend of manufacturing servitization, the quality of producer-service has become the focus of academia and business. A service quality model was developed based on SERVPREF, and it includes five factors, namely, tangibility, reliability, responsiveness, assurance and empathy. Data were collected through questionnaire, and AMOS was used to evaluate and test the model. The Structural equation modeling technique was used to analyze the critical factors of product service quality and the correlation between the factors.