| 基于主成分分析的客货滚装服务质量主要维度构成 |
| |
| 引用本文： | 刘军,刘肄轶.基于主成分分析的客货滚装服务质量主要维度构成[J].辽宁工程技术大学学报(自然科学版),2010,29(6). |
| |
| 作者姓名： | 刘军 刘肄轶 |
| |
| 作者单位： | 大连交通大学,管理学院,辽宁,大连,116028 |
| |
| 基金项目： | 辽宁省教育厅基金资助项目(2004G065) |
| |
| 摘 要： | 为衡量客货滚装企业服务质量维度的构成以便进一步研究各维度对顾客满意、顾客忠诚的影响,提高其竞争优势,在PZB服务质量评价SERVQUAL量表的基础上,结合Schmenner四种服务企业类型划分研究成果,采用主成分分析法对客货滚装企业服务质量维度构成进行探索。结果表明:客货滚装服务质量有五个构成维度:安全性及有形性、关怀性、反应性、可靠性、企业社会责任;其中企业社会责任维度为其行业所特有。该成果对客货滚装企业进行服务质量管理具有一定的参考价值。
|
| 关 键 词： | Schmenner服务企业类型 客货滚装 质量维度 主成分分析 |
Study on major dimensions of service quality in Ro-ro industry based on Principal Component Analysis |
| |
| LIU Jun,LIU Yiyi.Study on major dimensions of service quality in Ro-ro industry based on Principal Component Analysis[J].Journal of Liaoning Technical University (Natural Science Edition),2010,29(6). |
| |
| Authors: | LIU Jun LIU Yiyi |
| |
| Institution: | LIU Jun,LIU Yiyi(School of Management,Dalian Jiaotong University,Dalian 116028,China) |
| |
| Abstract: | To measure the major dimensions of the service quality in Ro-ro industry,and investigate the effect of each dimension on customer satisfaction and customer loyalty,this study explores the measuring scale on the main service quality dimensions of Ro-ro companies using Principal Component Analysis(PCA) on the basis of SERVQUAL scale and the studies of Schmenner's four types service enterprises.The results show that there are five Ro-ro passenger service quality dimensions: safety and tangibility,care,responsi... |
| |
| Keywords: | Schmenner's service company Ro-ro transport industry quality dimensions principal component analysis |
| 本文献已被 CNKI 万方数据 等数据库收录！ |
|
