基于顾客感知服务质量的快速响应能力研究——以公路货运服务为例

Study on quick response capability based on customer perceived service quality ——The Road Freight service as an example

服务质量是企业生存的灵魂,因此公路货运企业应以顾客为中心,从顾客感知的角度来评价和管理服务质量。文章首先从介绍顾客感知服务质量入手,分析了顾客感知的公路货运服务质量的构成要素,以及它们间的相互关系,其次阐述了基于顾客感知服务质量条件下快速响应的目标、关键环节和速度标准,最后提出了提升公路货运企业快响应能力的方法与措施。

Service quality is the soul of an enterprise, so the Road Freight enterprise should put the customer in center to evaluate and promote the quality of the service. Firstly, this paper starts with the introduction of the service quality of customer, then Analysis the factors of the service quality of customer and the relationship between them. Secondly, based on the influence of the quality of the customer, this paper analysis the quick response target, the key procedure of the service and speed standard. Finally put forward the method and measures which promotes quick response ability of the Road Freight enterprise.