M集团公司产品认证服务质量的满意度分析  

Analysis on the service quality satisfaction of product certification of M group company

作　　者：隋丽辉[1] 王旭梅 SUI Lihui;WANG Xumei(School of Business,Shanghai Dianji University,Shanghai 201306,China;Lenovo Research,Emerging Technology,Beijing 100089,China)

机构地区：[1]上海电机学院商学院,上海201306 [2]联想研究院工程技术部,北京100089

出　　处：《上海电机学院学报》2019年第5期302-309,共8页Journal of Shanghai Dianji University

摘　　要：以M集团公司为研究对象,结合第三方认证机构的特点,针对M集团公司现有的认证服务问题进行具体分析。首先运用服务差距模型对服务质量进行定性的分析,在定性分析基础上,利用问卷调查的方式对当下的服务质量情况进行数据收集与处理,构建M集团公司的服务质量满意度指数模型,通过李克特量表、AHP法建立比较合理的认证服务质量的评价因子集,对数据进行统计分析,可得到M集团公司产品认证服务质量的满意度评价。This paper takes M Group as the research object and combines the characteristics of third-party certification institutions to analyze the existing service quality of the product certification of M Group.Firstly,the service quality gap model is used to qualitatively analyze the service quality, and based on the qualitative analysis,the current service quality data information is collected and processed by the questionnaire.Then,the service quality satisfaction index model of M Group is constructed.The reasonable evaluation factor set of the certification service quality can be established with the Likert scale and the analytic hierarchy process(AHP) method.The evaluation of the service quality satisfaction of the product certification of M Group can be obtained by statistical analysis.

关 键 词：认证服务质量 顾客满意度指数模型(ACSI) 服务质量差距模型 层次分析法 李克特量表 

分 类 号：U472.32[机械工程—车辆工程]