服务业服务质量感知水平的客户满意度研究——以中石油青海格尔木销售分公司为例

Qinghai Province Service Industry Promote Grade of Service Sensation Level Customer Degree of Satisfaction Research.——Take Qinghai Geermu Petroleum Sale Subsidiary Company of Chinese Petroleum Natural Gas Group as the Example

服务行业客户满意度有赖于服务质量感知水平。文章以中油青海格尔木石油销售分公司及其主要客户为研究对象,引用芬兰格罗鲁斯教授服务质量差距模型,从服务质量的四个维度即有形性、可靠性、保证性、移情性进行实证分析,评价服务质量感知水平,并得出从此四个维度提高客户服务质量的感知水平,进而提高客户满意度的结论。

The service industry customer degree of satisfaction depends on the grade of service sensation level.The article takes Qinghai Geermu petroleum sale subsidiary company and main customer as object of study,Quotes Finnish Professor Geluo Ruse the grade of service disparity model.From grade of service four dimensions,there are Visible,reliability,guarantee and transference.After empirical analysis,Appraisal grade of service sensation level,And obtains from the grade of service four dimensions improves the customer service quality the sensation level.Then enhances the customer degree of satisfaction the conclusion.