合同商服务质量评估方法  

Research on Evaluation Method of Vehicle Equipment Contractor's Service Quality

作　　者：阎连新[1] 单长华[1] 李沛[1] 师张卓[1] 易家卓[1] 

机构地区：[1]军事交通学院装备保障系,天津300161

出　　处：《四川兵工学报》2013年第7期67-69,97,共4页Journal of Sichuan Ordnance

摘　　要：针对平时车辆装备合同商服务质量评价问题,综合运用SERVQUAL服务质量评价模式和集对分析理论,在构建车辆装备合同商服务质量评价指标体系基础上,建立车辆装备合同商服务质量四元联系数评价模型,为上级决策部门确定服务质量较优,发展趋势较好的车辆装备合同商提供理论参考。This paper focused on the problem of vehicle equipment contractor＇ s service quality assess- ment. It made a comprehensive use of SERVQUAL service quality assessment model and set pair analysis theory, and established the vehicle equipment contractor＇ s service quality model of four-element connec- tion on the basement of constructing vehicle equipment contractor＇ s service quality assessment index. It provided a theoretical reference to make confirm of vehicle equipment contractor which has a better service quality and development trends for decision-making departments.

关 键 词：四元联系数 合同商 服务质量 

分 类 号：E923[军事—军事装备学]