餐饮企业服务质量测评量表的比较与评价  

Comparison and Evaluation of Alternative Service Quality Measurement Scale Based on Catering Enterprises

作　　者：郭毅[1] 

机构地区：[1]内蒙古财经大学工商管理学院,内蒙古呼和浩特010070

出　　处：《内蒙古财经大学学报》2015年第6期28-32,共5页Journal of Inner Mongolia University of Finance and Economics

基　　金：内蒙古教育厅项目(NJ10152)

摘　　要：当今,质量已经成为企业实现运营效率,获得经营绩效的公认的战略工具。随着服务业的兴起,服务质量的重要性已普遍为学界和业界所认可和关注。SERVQUAL量表与SERVPERF量表是国内外采用较多的服务质量测评方法。本文以餐饮企业为研究对象,就多种可选的服务质量测评量表进行比较分析,评价量表的效度、量表对总体服务质量的解释能力、量表对服务客体(公司)识别能力以及量表数据的易获取性,目的是通过比较分析选择较为合适的量表作为餐饮企业服务质量的测量工具。Quality has come to be recognized as a strategic tool for attaining operational efficiency and impro- ving business performance. The measurement of service quality home and abroad is the two widely advocated service of service quality, and evaluate alternative scales from five aspects, viz. , validity of measurement scales, the ability of a scale to explain the variation in the overall service quality, discriminatory power of alternative measurement scales, diagnostic ability of scales in providing insights for managerial intervention and strategy formulation and par- simony in data collection.

关 键 词：服务质量 SERVQUAL量表 SERVPERF量表 餐饮企业 

分 类 号：F273.2[经济管理—企业管理]