Research on the Construction and Application of Service Quality Evaluation Models for Scenic Spots:Taking Chongqing Ciqikou as an Example

In the current environment of increasingly fierce competition in the tourism industry,service quality has become crucial for enhancing the competitiveness of scenic spots.This paper uses the SERVQUAL model to design a service quality evaluation questionnaire that captures the gap between tourists’expectations and perceptions,using the Ciqikou Scenic Spot as a case study.Data collected from field surveys are used to comprehensively and meticulously evaluate the service quality of the Ciqikou Scenic Spot.The analysis results show that the scenic spot,with its unique folk culture experience and beautiful ecological environment,has certain advantages in terms of service quality.However,significant deficiencies exist in infrastructure and environmental hygiene.Accordingly,targeted improvement suggestions are proposed to further enhance the service quality of the Ciqikou Scenic Spot and meet the increasingly diverse and personalized needs of tourists.This study provides not only a specific service quality improvement strategy for the Ciqikou Scenic Spot but also a valuable reference for other tourist attractions.

The Quality of Service Standards and Related Factors in Tourist Hotels in Arusha, Tanzania

The gap in knowledge that existed between the level of service quality standard and the potential of the tourism industry in Tanzania justified the need for the researchers to conduct this study. In this study, a descriptive cross-sectional survey was adopted as the study design. The sample size included 180 guests residing in tourist hotels in Arusha at the time of data collection, 240 service employees, and 28 managers. Purposive, convenient, and simple random sampling methods were used in sampling. A structured questionnaire was used as an instrument of data collection. Data were analyzed by means of Statistical Package for Social Sciences （SPSS） computer package （Version 16） and expressed in descriptive and inferential statistics. The analysis of variance （ANOVA） was used to measure the gap between the managers＇ and guests＇ perceptions, while independent t-test analyzed the role played by managers＇ practices in delivery of quality service. The findings show that in general hotel product, two attributes were found to be significant at the level ofp 〈 0.05. In the front office, restaurant and bar, and guestroom, the results showed that three, six, and nine attributes were respectively found to be significant at the level of p ≤ 0.05. The analysis of management practices provided the evidence that eight practices were significant at the level of p ≤ 0.05. From the findings, two conclusions were made. First, managers＇ and guests＇ perceptions on service quality standards differ significantly; second, it was found that management practices influence significantly the service quality standards in tourist hotels in Arusha.

Customers＇ Satisfaction Evaluation on Quality of Food Services Provided by the President Restaurant of the Black Sea Business Center Mangalia

Achieving competitiveness by a company requires the rejection of conservatism and immobility, or its constant adaptation to market conditions and consumer demands. This paper has proposed assessing the quality of food services in the President Restaurant performed by applying Servqual instrument designed on the basis of customer＇s expectations and perceptions on analyzed components. Over 70% of respondents have a favorable perception on the quality of services. However you can see a slight difference between perceptions and expectations regarding the serving speed, waiter＇s professionalism, hygiene of room service and inventory objects, the reason being related to the lack of staff.

Port Service Quality Study of Nigerian Sea Ports

This study is focused on service quality assessment in the Nigerian ports with Westem and Eastern port zones as study areas. It discovered the level of satisfaction derived by port users by evaluating expectations and perceptions at the ports using some selected analysis tools to test raised hypothesis. This evaluation was based on the service quality model as developed by Parasuraman within the core dimensions of Empathy, Responsiveness, Tangibles, Reliability and Assurance. The attributes of expectations and perceptions raised within these dimensions were addressed with two hypotheses. H1 （Hypothesis one） and H2 （Hypothesis two） were addressed with the results of Factor Analysis which identified the significance port users attach to service quality dimensions and their respective attributes.

Gap Analysis between Women Passengers’ Perception and Expectations about Bus Service: A Case Study on Bangladesh

Since public bus service is frequently available and reasonably priced in major cities of Bangladesh including Dhaka, the capital city, a significant number of economically active women regularly commute to work utilizing public buses. Since female commuters experience unique challenges compared to their male counterparts, a gap analysis on the perception of men and women, as well as the difference between the female commuters’ perceptions and expectations, could help to pinpoint the issues. The aim of this paper is to determine the gap between female commuters’ perceptions and expectations of bus service quality in Bangladesh, as well as the current perception of both male and female passengers. In this paper, the data obtained is studied to determine the service quality needs which should be improved by analyzing the perception and expectation gaps for female passengers. SERVQUAL models were used to examine the disparities between perceptions and aspirations in Bangladesh’s major cities. Tangibility, reliability, responsiveness, assurance, and empathy are the five dimensions of SERVQUAL. The data for this study was collected from 1500 commuters in Bangladesh’s largest cities, including Dhaka, Gazipur, and Narayanganj. Primary data was gathered using a purpose-built questionnaire survey. The Gap values are negative in all dimensions, according to the findings of the study. In the data analysis, a negative gap value indicates that the expectation exceeds the perception. According to the gap analysis, the quality of bus service for passengers is insufficient. Bus service quality is seen and expected to be quite varied. It is vital to improve bus service to meet the needs of women. The findings could be valuable in planning future transportation policies that take female commuters’ needs into account.

Adapting the Servqual Scale to a Private Hospital Emergency Services： An Empirical Investigation

Most of the time, clients only have one opportunity to evaluate a service received in terms of quality and satisfaction; under this premise organizations have been concerned with developing, in a permanent manner, a quality evaluation culture in the services offered to their clients. To do this, procedures and methods that let them achieve it, have been implemented. That is the case of the model that concedes to measure and evaluate service quality, which is redefined and named Servqual, considering a multidimensional theoretical construct that explains the client＇s perception of quality service considering the differences between what is expected and what is received. Therefore, the goal of this study is to identify the factors that define the quality of emergency services provided by a private hospital in Hermosillo, Sonora, Mtxico, a sample of 384 patients, with a confidence level of 95% and a margin of permissible error of 5%. A questionnaire with 22 items was applied to measure the perceptions and expectations of users in terms of the quality of the service, which was subjected to an extensive evaluation of reliability and construct validity, with an estimate Cronbach＇s alpha of 95.6% and 97.9% respectively. The results showed that Servqual is a valid, reliable, and dependable instrument to monitor and measure the quality of the services offered in private hospitals in Hermosillo, and permit hospital administrators to identify opportunities or improvement areas, from the patients＇ perspective.

基于KANO模型的护患双方对专科护理门诊关怀行为期望比较

目的探究专科护理门诊护患双方对关怀行为的期望,为高效实施护理人文关怀提供依据。方法以华生关怀理论为框架,基于关怀评价量表,结合文献回顾、半结构化访谈、德尔菲专家函询,形成专科护理门诊患者22项关怀行为需求指标。应用KANO模型设计调查问卷,采用便利抽样法于2023年5-6月,对河南省5所三级甲等医院1309例在专科护理门诊就诊的患者和119名专科护理门诊护士进行调查。结果22项关怀行为中,患者视角下归于必备属性5项、期望属性6项、魅力属性11项,其中满意系数Better值最高的为“多种途径的预约挂号”,不满意系数Worse值最高的是“治疗护理中保护您的个人隐私”;基于Better-Worse指数的分类显示,必备属性9项、期望属性2项、魅力属性11项。护患双方对21项关怀行为的KANO属性构成分布比较,差异有统计学意义(均P<0.05),KANO属性构成分布一致的项目仅1项。结论专科护理门诊服务应在满足必备属性的基础上,着力提高期望属性,并尽力满足魅力属性。护患双方在关怀行为属性构成上存在较大偏差,护士应加强患者需求为导向的人文关怀服务,以满足患者需求,提高满意度。

公共就业服务何以缓解农民工就业质量代际差异:禀赋效应抑或结构效应?

健全公共就业服务制度是落实就业优先战略的重要举措,对改善农民工就业质量和促进就业公平具有重要价值。文章基于2015-2020年上海市农民工市民化进程动态监测调查的5567个样本,实证分析了公共就业服务对农民工就业质量代际差异的影响及其作用机理。研究发现:公共就业服务显著提升了老一代和新生代农民工的就业质量,尤其是对老一代农民工的改善效果更加明显;职业介绍、职业指导、职业培训等不同类型的就业服务对老一代农民工就业质量的提升效果均显著高于新生代农民工,具有明显的代际差异。其次,公共就业服务对农民工就业质量的提升效果随着就业质量增加而衰减,尤其对就业质量偏低的老一代农民工的提升效果更显著,表明公共就业服务具有兜底效应。此外,公共就业服务的结构效应对农民工就业质量的代际差异具有明显的抑制作用,明显高于禀赋效应的促进作用,从而缩小就业质量的代际差异。该研究对于推动城乡融合发展以及共同富裕具有重要的理论价值和实践意义。

服务业高质量发展对城乡收入差距的影响与机制

服务业高质量发展有助于农村劳动力就业、扩大农民收入来源。促进现代服务业高质量发展是缩减城乡收入差距、推进共同富裕的重要路径。基于1997—2021年我国30个省份(未含香港地区、澳门地区、台湾地区、西藏地区)数据,使用合成控制法、双重差分模型和三重差分模型分析服务业高质量发展对城乡收入差距的影响及其机制。研究发现,服务业高质量发展有助于缩减城乡收入差距,且这种缩减作用在北京、上海最强,在江苏、天津、浙江次之,在广东最弱;服务业高质量发展对东部、中部和西部地区城乡收入差距的缩减作用均显著,但在中部地区最强,在东部和西部地区较弱;绿色发展和区域协调发展在服务业高质量发展对城乡收入差距的影响中发挥正向调节作用,服务业高质量发展对城乡收入差距的缩减作用在绿色发展水平较高、区域协调发展水平较高的省份更强;服务业高质量发展能够通过产业结构升级(包括产业结构高级化、产业结构合理化)缩减城乡收入差距。为进一步发挥服务业高质量发展对城乡收入差距的缩减作用,应持续加强服务创新,推动服务业高质量发展;发挥区域比较优势,推动区域协调发展;引导绿色消费和生产,提升绿色发展水平;推动现代服务业和新兴产业发展,促进产业结构升级。

森林康养消费意愿—行为与服务质量期望—感知调查及差距分析

基于对森林康养实际消费者问卷调查,发现森林康养消费者消费意愿—行为差距和森林康养服务质量期望—感知差距,根据差距分析提出以需求为导向的森林康养供给侧改革方向。研究表明,森林康养消费意愿强烈,森林康养潜在市场空间巨大,在消费次数、消费金额和消费时长等方面均远未达到消费者的预期,可以成为森林康养产业发展的增长点。配套设施、管理服务的期望—感知差距最大,因此,完善配套设施、提升管理服务成为森林康养项目重点改进方向。应从丰富自然资源多样性着手减少自然生态类因素的期望—感知差距,提高康养项目体验性与多样性,为消费者提供高性价比的森林康养产品,重点提升消费者的身心愉悦感。

业绩期望落差与审计质量——基于A股上市公司的经验数据

以2010—2022年A股上市公司为样本实证检验业绩期望落差对审计质量的影响。研究发现,业绩期望落差与审计质量显著负相关,稳健性检验没有改变结论。机制分析显示,业绩期望落差增大了企业的财务舞弊风险,降低了审计质量。异质性分析表明审计师具有较强的独立性和行业专长有助于提升审计质量;进一步地,新冠疫情前的“四大”审计能够更好发挥外部治理作用,同时业绩期望落差对低质量审计的持续性具有显著的正向影响。研究结论拓展了业绩期望落差的审计后果,同时为推动企业和资本市场高质量发展提供了丰富的经验证据。

文旅融合背景下公共图书馆旅游信息服务质量的影响因素研究

文章基于信息生态理论和服务质量差距理论,在文旅融合背景下探究公共图书馆旅游信息服务质量的影响因素及路径关系,构建公共图书馆旅游信息服务质量影响因素理论模型,对公共图书馆旅游信息服务质量的影响因素及相互关系进行分析与评价。根据研究结果,文章从信息、信息人、信息技术、信息环境四个维度提出相应的对策建议,为提升公共图书馆旅游信息服务的高质量发展动能提供参考和借鉴。

数字化转型同群效应与制造企业双元创新——基于业绩期望差距与服务化水平的传导机制

数字化转型的创新驱动效应逐渐成为制造企业高质量发展的突破点,同群企业间数字化转型的相互学习与模仿对企业双元创新具有重要影响。以2017—2022年中国沪深A股上市公司为研究样本,研究数字化转型行业、地区同群效应的存在性及成因,探究数字化转型同群效应对制造企业双元创新的影响效果与作用机制,考察市场竞争强度、环境不确定性水平对数字化转型同群效应与制造企业双元创新关系的调节效应,检验不同技术属性、产权性质与生命周期特征下数字化转型同群效应对企业双元创新影响的异质性。研究发现:制造企业数字化转型存在显著的行业同群效应与地区同群效应,且二者通过不同路径显著促进制造企业双元创新。其中,数字化转型行业同群效应能够显著降低企业业绩期望差距,数字化转型地区同群效应有助于提升企业服务化水平。进一步研究发现,市场竞争强度、环境不确定性水平分别在数字化转型行业同群效应、地区同群效应与制造企业双元创新关系存在倒“U”型调节作用和正向调节作用。异质性分析表明,数字化转型同群效应对非国有企业、成熟期企业双元创新的促进作用显著强于国有企业、成长期与衰退期企业。

数字赋能公共服务高质量发展:逻辑、困境与路径

公共服务数字化是新发展格局下增强公共服务高质量发展的应有之义。文章以数字化为论域,构建了公共服务均等化、公共服务标准化、公共服务一体化、公共服务精准化的分析框架,试图为公共服务数字化提供逻辑解释。客观地看,当前公共服务数字化建设面临一些现实矛盾:公共服务数字“红利”与“鸿沟”矛盾、公共服务数字“供给”与“需求”矛盾、公共服务数字“智治”与“善治”矛盾、公共服务数字“质量”与“数量”矛盾。为深入推进公共服务数字化进程,有必要构建公共服务数字化的优化路径,即有效提升公共服务数字场域,创新公共服务供给格局,完善公共服务数字机制,健全公共服务质量体系。

海底捞服务质量差距及弥合对策分析

本研究旨在探讨基于服务质量差距的海底捞弥合对策。本研究通过整理海底捞的服务质量现状,发现服务质量差距。基于服务质量理论和实践,提出了一系列弥合对策,旨在改善海底捞的服务质量,提升顾客满意度和品牌形象。这些对策包括改进员工培训与管理、优化服务流程和技术、建立差异化竞争优势等。本研究的结果为海底捞或其他类似行业的企业提供了有价值的参考,以期促进该类企业服务质量的改进和业绩的提升。

乡村旅游公共服务质量提升策略——基于服务质量差距模型

乡村旅游公共服务体系正逐步建立,但仍存在供给不足、水平较低、供需错位等一系列问题,服务质量有待改进。在构建乡村旅游公共服务质量差距模型的基础上,对认知差距、标准差距、执行差距、沟通差距和感知差距逐一剖析,探究各差距产生的深层原因,并提出具体的提升策略,认为应精准掌握游客期望,切实规范服务标准,系统构建运行机制,有力强化内外沟通。以期减少或消除服务质量差距,提高乡村旅游公共服务质量水平。

基于服务质量差距模型的管理模式对提升妇产科护理服务质量的影响研究

目的探讨基于服务质量差距(servicequality,SERVQUAL)模型的管理对提升妇产科护理服务质量的影响。方法以2022年1月到2023年1月医院妇产科收治的120名住院患者为研究对象,随机分为观察组与对照组,每组60例。对照组采取妇产科常规护理干预,观察组实施基于SERVQUAL模型的管理。采用SERVQUAL量表评价干预效果。结果观察组患者期望值与感知值之间的差值显著低于对照组。观察组满意度较对照组高(P<0.05)。结论采用基于SERVQUAL模型的管理方法有助于提升妇产科优质护理效果。通过密切关注患者所需随时发现缺陷所在并立即改正,能让患者降低在护理服务期待值与实际感知值之间的落差,从而提高他们的满意度。因此,在临床实践中广泛应用该方法是非常合适和可取的。

期望差距与中国外向型制造企业母国市场卷入

在逆全球化和新发展格局背景下,针对中国外向型制造企业母国市场卷入行为的离散现象,本文以期望差距为切入点,构建了期望差距与母国市场卷入的理论框架,认为期望差距导致了中国外向型制造企业差异化的母国市场卷入行为。基于以上逻辑,本文通过对2009~2022年中国外向型制造业上市公司经验数据进行分析发现:期望落差与外向型制造企业母国市场卷入呈U型关系;在制度距离比较大、母国市场潜力更高或政治关联程度更强的企业中,期望落差对外向型制造企业母国市场卷入的影响都将增强。异质性检验发现:期望落差与企业母国市场卷入之间的关系在母国行业垄断程度较低、企业一体化程度较高的情况下更显著。本文的发现丰富了企业逆向国际化的研究成果,对中国政府正在实施的双循环战略也具有一定的启示意义。

基于服务质量差距模型的技术创新下主题公园服务质量管理

随着互联网的高速发展,主题公园在技术创新的推动下呈现出全新的应用场景。一方面,技术创新给主题公园带来了核心竞争优势,另一方面,游客对主题公园的服务提出了更高的要求,使得服务预期与服务感知之间产生了差距。本文基于服务质量差距模型的五种服务质量差距,探讨技术创新下主题公园服务质量存在差距的原因和弥合差距的对策,有利于主题公园调整技术改革方向和技术创新手段,改善主题公园对游客的服务质量,提高游客满意度。

基于人工智能技术的行业智慧业务系统优化设计

考虑到传统供电行业网上智慧营业厅系统在功能和性能上无法满足设计要求,为此设计了基于服务质量差距模型的供电行业网上智慧营业厅系统。利用B/S结构设计了供电行业网上智慧营业厅系统总体架构,基于用户用电信息查询器的内部电路,设计了低压用户用电信息查询器;构建供电行业网上智慧营业厅服务质量差距模型,设计了用户的实时电量查询程序,实现了供电行业网上智慧营业厅系统的设计。测试结果表明,所设计系统在用户管理功能和充值缴费功能上满足设计要求,在系统的性能测试中,可以降低系统的运营成本,并提高营业效率。