Paperback. Pub Date: 2022-05-01 Pages: 424 Language: Chinese Publisher: Economic Science Press Starting from a service contact framework covering 72 units. combined with in-depth interview technology to construct a B2C service quality evaluation scale. and using a combination of scale expansion method and path coefficient method to determine the weight of the evaluation index system. Using the built B2C service quality evaluation model to carry out empirical research on commercial banking and.

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Bibliographic Details

Title: Research on Service Quality Feature Extraction and Perceived Quality Measurement(Chinese Edition)
ISBN 10: 7521830377
ISBN 13: 9787521830378
Binding: paperback
Condition: New

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Synopsis

本书主要以感知服务质量理论、服务接触理论、服务蓝图技术等为主要依据，运用三维服务接触单元技术构建起涵盖72 个单元的服务接触框架，并结合深度访谈技术构建B2C服务质量测评量表，并采用标度扩展法与路径系数法相结合的方式确定测评指标体系的权重。运用所构建的B2C服务质量测评模型对商业银行业和供电业进行实证研究，并依据服务质量评价结果，为商业银行业和供电业服务质量的提升提出相应策略，同时，也验证了所构建服务质量测评模型的可行性与现实性。

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