摘要
目的对北京地铁自助售票服务品质进行测量,探索设计策略。方法通过服务蓝图分析,在明确现有服务流程与接触点的基础上,以SERVQUAL量表为框架,重新定义量表中服务品质的要素,通过对自助售票服务品质"重要性-满意度"的测量,发现服务缺口。结论针对服务缺口,提出"共同创造,充分理解用户"、"加强关键环节,关注服务过程优化"、"适切信息,整合界面资源"的设计策略。
It measures the service quality of Beijing subway self-service, explores the design strategies.Through the service blueprint analysis, by using SERVQUAL scale framework, it re defines the scale of service quality factors. By measuring the user to the self-service ticketing service quality ＂importance-satisfaction＂, the service gap will be found. It puts forward the design strategies of ＂work together to create fully understand the user＂, ＂strengthen key concern service process optimization＂, ＂appropriate information, the integration of the interface resource＂.
出处
《包装工程》
CAS
CSCD
北大核心
2015年第12期69-73,共5页
Packaging Engineering
基金
教育部人文社科青年基金(13YJC760110)
关键词
自助售票服务
服务品质
设计策略
self-ticketing service
service quality
design strategies
