备选服务质量量表的诊断能力比较与实证研究

Comparison and Empirical Study of the Diagnostic Ability of the Service Quality Scale

随着时代和经济的发展,公众对质量的要求也越来越高,服务质量普遍被认为是服务产品差异化和建立服务企业竞争优势的主要因素,也是服务业的核心所在。但在实践应用中,当服务质量存在缺陷时,何种服务质量模型能够为管理者提供纠正偏差的诊断能力,这依然是学者们争论的焦点。因此,本文以我国为研究背景,用内蒙古服务企业的数据比较服务质量模型的诊断能力,并通过实践测量验证所选量表的实际诊断能力,为今后服务质量测量量表的选择提供可借鉴的依据。

With the development of the times and the economy,consumers have become increasingly more discriminating in regard to quality. Service quality is the core of service industry,which is also the main factor of obtaining service products differentiation andconstructing competitive advantage. In practice,when there are defects in service quality,which kind of service modelcan correct the deviations for managers becomes the focus of scholars debate. Therefore,this paper takes the research background of China,compares the service quality model with the data of service enterprises in Inner Mongolia,and verifies the practical diagnostic ability of the selected scale by practice. It can provide reference for choosing service quality measuring scale in the future.