【作者】 孔庆民；

【导师】 梁修庆；

【作者基本信息】 广西大学 ， 企业管理， 2008， 硕士

【摘要】 随着我国经济的不断发展与消费者消费层次的不断提高,我国服务业面临着激烈的竞争,企业试图通过改进服务过程、提高服务质量来增强竞争力。我国有关服务质量的研究远远落后于实践的发展,对实践的指导作用相当有限。本文从服务质量的关键要素交互质量入手,探讨改善服务质量的途径和方法。我国银行业改革日渐深入,商业银行之间的竞争也日益加剧,高质量的服务是各个商业银行之间取得竞争优势的的重要手段之一。对于银行来说,交互过程的服务质量管理是其服务质量管理的关键内容,因此,构建适用于我国商业银行的、科学系统的交互质量测量评价体系模型具有非常重要的意义。本文从国内外关于服务质量、交互过程的研究理论入手,以商业银行为研究对象,开发出商业银行交互质量测量评价模型ISQ模型,主要研究成果如下:1、根据当前服务质量研究的现状,深刻剖析了服务质量研究的内涵及演变,以及交互过程研究的最新发展动态,进一步分析了交互质量的特征与内涵,描述了顾客对交互质量的感知过程。2、概括并总结了当前服务质量测量评价的主要内容与模型,以及银行服务质量测评的现状,综合对比不同理论与模型的基础上,提出了以广泛应用的SERVQUAL模型为出发点,以专门用于银行服务质量测量的BSQ模型为基础,作为交互质量测量模型量表的来源。3、根据当前交互过程与交互质量的研究动态,概括总结交互过程理论,提出了以扩展的交互服务模型为衡量顾客感知的理论模型。4、将服务质量的测量量表模型与交互过程模型进行综合分析,依据SERVQUAL模型、BSQ模型与扩展的交互服务模型,使用深度访谈、问卷调查、蒙特卡洛模拟与因子分析的方法,确定出商业银行交互质量测量评价的ISQ模型。5、采用多元回归分析的方法对ISQ模型进行进一步的实证分析,确定了ISO模型各因子及测项的权重,并提出了评价交互质量的计算方法,帮助商业银行确定服务质量的劣势,为商业银行改进交互服务管理具有重大意义。本文开发的ISQ模型,具有较强的科学性、系统性,对商业银行进行交互质量管理具有较好的指导作用,有助于商业银行提高服务质量。更多还原

【Abstract】 With the constant development of Chinese economy and consumer spending levels continue to increase, Chinese service industry face with fierce competition, companies trying to improve services, improve the service quality to enhance their competitiveness. Chinese research on the service quality lags far behind the development of practice, the role of guiding the practice is limited. This article start from the key elements of the service quality that is interaction quality, do the exploration of ways and methods to improve the service quality.Increasingly in-depth reform of Chinese banking industry, the competition among commercial banks is also growing, high-quality services of commercial banks which can gain competitive advantage is one of the important means. For banks, the service quality management of interaction process is a key element of its service quality management, therefore, the construction of measuring the quality evaluation system for interaction model which can apply to Chinese commercial banks and be scientific and systematic has very important significance.This paper start from the theory of home and abroad about the service quality and interaction process, start from the object which is commercial banks for research and development of commercial banks interaction quality measurement and evaluation model that is ISQ model, the main research results are as follows:1. in accordance with the current research of service quality, make profound analysis of the status and the evolution of the service quality, do further analysis of the interaction quality features and content, describe the process of perception of customer about interaction quality.2. summe up the general and the current model and main content about service quality measurement and evaluation, summe up the current status of banks about service quality evaluation, on the basis of comprehensive comparison of different theories and models ,then put forward that the SERVQUAL model whch is a wider application is used as the starting point, the BSQ model devoted to Measuring the service quality in the bank is the foundation, as the source of scale model of measuring the interaction quality. 3. the light of the current dynamic status of the interaction process and the interaction quality, summarize interaction process theory, propose the theoretical model that is expansion interaction service model which can be used for measuring customer perception.4. do a comprehensive analysis of the service quality measurement scale model and the interaction process model, based on SERVQUAL model, BSQ model and the expansion interaction services model, using the in-depth interviews, questionnaires, Monte Carlo simulation and factor analysis, to determine the ISQ model of interaction quality measurement and evaluation of Commercial banks.5. using multiple regression analysis method make further empirical analysis for ISQ model, determine the weight of the factors and the scales of the ISQ model, and make the calculation methods of the interaction quality to help commercial banks determine the inferior of service quality, that is of great significance in Commercial banks improving management of interaction services.In this paper, the ISQ model, with strong scientific and systematic, can be guiding role of better management of the interaction quality for commercial banks, will help commercial banks improve service quality.更多还原