“最多跑一次”背景下的供电企业服务质量测量模型研究与实践

The Evaluation Model Research of Power Supply Service Under The Background of “Running Once At Most”

中文关键词: 最多跑一次  感知服务质量  信息质量

英文关键词: Running once at most  Perceived service quality  Information quality

中文摘要:

      本文运用服务蓝图理论扩展服务质量模型,在传统感知服务质量指标的基础上,结合“最多跑一次”和服务信息化特点新增了“最多跑一次”和“信息质量”两个个维度,构建了58 项评价指标体系。采用各类用电用户的随机调查问卷的数据对该服务质量模型实证显示：“最多跑一次”和信息质量受到了消费者的关注,作者据此提出了全力提升“最多跑一次”、信息质量等服务专项的对策以及模型使用建议。

英文摘要:

      This paper extends the service quality model by using the service blueprint theory. Through combingStraditional perceived service quality indicatorsSwith the characteristics of service informationization, this paper adds two dimensions of "running once at most" and "information quality", then, constructs 58 evaluation index systems.SBased on data from the random questionnaires of all kinds of electricity users, the empirical results of the service quality model show that: Consumers pay more attention to "running once at most" and information quality. Based on this, authorSputsSforward suggestion onSimprovingSservice items such as "running once at most" and information qualitySas well as how to using this extending model.