基于探索性因子分析的综合感知服务质量研究——以高速公路为例

Study on Overall Perceived Service Quality Based on Exploratory Factor Analysis——With an Example of Highway

运用探索性因子分析方法,对其综合感知服务质量的影响因素及其与满意度的关系进行了研究,从有形性、可靠性、保证性、响应性、移情性、感知价格、感知价值和满意度等方面设计问卷进行调查。统计分析结果表明:响应性、可靠性、移情性和通行质量有形性在0.1的显著性水平下对高速公路综合感知服务质量有显著影响,顾客综合感知服务质量和顾客让渡价值在0.05的显著性水平下对满意度有显著影响。

This paper makes a study on the influence factors of overall perceived service quality and its relationship with cus-tomer satisfaction by exploratory factor analysis,with an example of highway. It designes the questionnaire from the view of tangibles, reliability, assurance, responsiveness and empathy. The result shows that highway overall perceived service quality was influenced by responsiveness, reliability, empathy and tangibles of traffic quality at 0. 1 significance level, and customer satisfaction was influenced by highway overall perceived service quality and customer delivered value at 0. 05 significance level.