基于SERVQUAL理论的长租公寓服务质量提升研究--以南京地区为例  

Research on the Service Quality Improvement of Long-term Rental Apartment Based on SERVQUAL Theory--Taking Nanjing as an Example

作　　者：李玉萍 肖卓桉 刘小红[1] 刘文哲 石慧静 LI Yuping;XIAO Zhuoan;LIU Xiaohong;LIU Wenzhe;SHI Huijing(Nanjing Institute of Technology)

机构地区：[1]南京工程学院

出　　处：《商展经济》2021年第16期98-102,共5页Trade Fair Economy

基　　金：2020年江苏省大学生实践创新训练项目“基于SERVQUAL理论的长租公寓服务质量提升研究”,项目编号:202011276043Y。

摘　　要：本文通过SERVQUAL量表,利用问卷调查法对南京市长租公寓服务质量和现状进行调查研究,结果表明:租客的满意度总体上较低,量表中的有形性、可靠性、响应性、保证性、移情性这五个维度中,只有可靠性和保证性满意度高。针对这一结果,结合理论研究总结有效提升长租公寓服务质量的方法,并提出精进前端服务、规范服务流程、坚持以客户为中心等对策。Based on SERVQUAL scale,this paper investigates the service quality and current situation of long-rent apartments in Nanjing by means of questionnaire survey.The results show that the tenant's satisfaction is generally low.Among the five dimensions of tangibility,reliability,responsiveness,assurance and empathy,only reliability and assurance satisfaction are high.In view of this result,combined with theoretical research,this paper summarizes the methods to effectively improve the service quality of long-term rental apartments,and puts forward some countermeasures,such as improving front-end service,standardizing service process,adhering to customer-centered and so on.

关 键 词：长租公寓 服务质量 评价体系 SERVQUAL理论 提升建议 

分 类 号：F719[经济管理—产业经济]