高速公路综合感知服务质量容忍区及影响因素研究

Study on Tolerance Zone and Its Influence Factors of Highway Overall Perceived Service Quality

以高速公路为例,对综合感知服务质量容忍区域及其影响因素进行研究,从综合感知服务质量的可接受服务水平、理想服务水平、容忍区域的影响因素等方面进行问卷设计和调查。结果表明:高速公路综合感知服务质量的容忍区域普遍较窄,顾客态度意向和过往经历都会影响顾客的理想服务水平和可接受服务水平;环境因素会影响顾客的可接受服务水平,服务强化因素会影响顾客的理想服务水平。

This paper makes a study on tolerance zone and its influence factors of highway overall perceived service quality. it designs the questionnaire and carried on investigation from the view of minimum level, desired service level, influence factors of tolerance zone of the overall perceived service quality. The result shows that tolerance zone of highway consolidated perceived service quality is generally narrow, customers＂ attitude intentions and their past experiences both influence in their ideal service level and minimum acceptable service level. And as well, environmental factors may affect the customer~ mini- mum acceptable service level, and service strengthening factors may affect the ideal service level.