基于Servqual的公务用车管理系统服务质量评价模型  

Evaluation model about quality of service of official vehicle management system based on Servqual

作　　者：王兵[1] 权冀川[1] 

机构地区：[1]解放军理工大学指挥信息系统学院,江苏南京210007

出　　处：《解放军理工大学学报（自然科学版）》2015年第6期524-530,共7页Journal of PLA University of Science and Technology(Natural Science Edition)

摘　　要：为了有效评估公务用车管理系统的服务质量,提出了基于Servqual的公务用车管理系统服务质量评价模型,构建了相应的服务质量评价指标体系。结合层次分析法、模糊分析法、问卷调查等方法和工具,提出了一种模糊层次分析的评价方法。成立了由专家、管理者和用户代表组成的评价团,通过收集大量用户感知和满意度评价数据,对所构建的评价模型进行了实践验证。结果显示,评价团中3组人员对该模型各指标的权重评价值的相对误差低于1%,用户对公务用车管理系统服务的总体评价值与通过模型计算的评价值之间的相对误差低于2%。实践表明,构建的模型指标体系合理,适用于公务用车管理系统服务质量的分析与评价。To evaluate the service quality of official vehicle management system effectively,the model about service the quality of official vehicle management system was presented and the service quality evaluation index system construct.Combining with the analytic hierarchy process（ahp）and fuzzy analysis method,questionnaire method and tools,an evaluation method of fuzzy hierarchy analysis was proposed.A total of100 members of the evaluation group composed of experts in the PLA university of science and technology,managers and users was established,and a large number of users perception and satisfaction evaluation data was collected to construct the evaluation model of practice verification.Results show that the relative error of the weight of each index value from the evaluation of the three groups of people in the model is less than 1%,and the relative error between the users＇ satisfaction of the vehide management system service and the orerall evaluation value by model calculation is less than 2%.Experiment shows that the index system of the model built in this paper is reasonable,and can be applied to official vehicle management system service quality evaluation and research.

关 键 词：公务用车管理系统 服务质量 SERVQUAL模型 

分 类 号：TP309[自动化与计算机技术—计算机系统结构]