基于服务质量差距模型的南京市长江河道管理处涉水服务质量分析

Analysis of river service quality of Nanjing Changjiang River Management Office based on gap model

利用服务质量差距模型,从客户期望认知差距、服务质量规范差距、服务实际提供差距、面向外部传播差距4方面,对南京市长江河道管理处的涉水服务进行质量分析,以寻求影响涉水服务质量的因素,提出涉水服务质量改进的方案与对策建议,旨在为涉水服务质量的提升提供借鉴。

By use of the gap model,the river service quality of Nanjing Yangtze River Management was analyzed from the four aspects,that is,consumer expectation perception gap,service quality specification gap,service delivery gap and external communication gap.The influencing factors for the service quality were investigated so as to provide the theoretical basis for improving the river service.