市容环卫公众满意度模型及实证研究  

The Sanitation of the City Public Satisfaction Model and Empirical Research

作　　者：赵喜娥[1] 尚猛[2] 

机构地区：[1]上海理工大学管理学院,上海200093 [2]安阳工学院飞行学院,河南安阳455000

出　　处：《物流工程与管理》2016年第9期92-96,共5页Logistics Engineering and Management

摘　　要：随着社会的发展、居民生活水平的提高,公众越来越关注其置身其中的市容环境卫生。如何提高公众的市容环境卫生满意度、更好地满足公众需求是亟待解决的问题。文中基于顾客满意度模型理论,以市容环境卫生服务的及时性、连续性、舒适性、规范性为研究对象,构建公众市容环卫满意度模型,并通过调研检验与修正概念模型。研究发现,市容环卫清洁的及时性、连续性是影响满意度的关键指标;公众更侧重于从需求角度来衡量满意度。With the development of the so ciety, people living standard rise , the public are paying more attention to its placeoneself in the environmental health of the city. How to improve the city public satisfaction, problem to be solved is to better meetthe demand of the p u b lic. Based on the theory of customer satisfaction m od el,to the city environmental health services tim ely,continuity,comfort, the standardization as the research ob je ct, the building public amenities sanitation satisfaction m odel, andthrough the research, inspection and correction conceptual model. The study found that the city sanitation clean tim eliness,continuity is the key to influence the satisfaction in d ex; The public focuses more on the measure of satisfaction from the A n gle ofdemand.

关 键 词：市容环卫 公众满意度模型 感知质量 满意度 

分 类 号：F294[经济管理—国民经济]