安徽省高速公路服务区服务质量满意度调查分析研究

Investigation and Analysis on Customers' Satisfaction in Expressway Service Areas of Anhui Province

基于2015年12月~2016年1月对安徽省高速公路服务区服务满意度调查,其结果表明顾客对服务区服务质量的总体评价介于基本满意与满意之间,说明服务区服务质量尚有很大提升空间。通过对统计数据分析发现,高速公路服务区服务质量满意度影响因素众多,但服务区的卫生间、便利店、餐厅等服务质量与顾客满意度显著相关。在统计分析的基础上,利用SPSS软件,构建了安徽省高速公路服务区服务质量满意度回归模型,并提出有针对性的措施以提高服务区服务满意度水平。

The survey conducted into customers＇ satisfaction in expressway service areas of Anhui province between December of 2015 and January of 2016 indicates that there is much room for service improvement. Based on the statistics, many factors can influence customers＇ satisfaction, which is related to the service quality in the following areas including restrooms, convenient stores and restaurants. Regression model of customers＇ satisfaction is formed and feasible suggestions and measures are put forward to improve the service in expressway ofAnhui provice under the guidance of SPSS and analysis of all collected data.