CAJ | 학술논문

服务行业客户满意度有赖于服务质量感知水平。文章以中油青海格尔木石油销售分公司及其主要客户为研究对象,引用芬兰格罗鲁斯教授服务质量差距模型,从服务质量的四个维度即有形性、可靠性、保证性、移情性进行实证分析,评价服务质量感知水平,并得出从此四个维度提高客户服务质量的感知水平,进而提高客户满意度的结论。
복무행업객호만의도유뢰우복무질량감지수평。문장이중유청해격이목석유소수분공사급기주요객호위연구대상,인용분란격라로사교수복무질량차거모형,종복무질량적사개유도즉유형성、가고성、보증성、이정성진행실증분석,평개복무질량감지수평,병득출종차사개유도제고객호복무질량적감지수평,진이제고객호만의도적결론。
The service industry customer degree of satisfaction depends on the grade of service sensation level.The article takes Qinghai Geermu petroleum sale subsidiary company and main customer as object of study,Quotes Finnish Professor Geluo Ruse the grade of service disparity model.From grade of service four dimensions,there are Visible,reliability,guarantee and transference.After empirical analysis,Appraisal grade of service sensation level,And obtains from the grade of service four dimensions improves the customer service quality the sensation level.Then enhances the customer degree of satisfaction the conclusion.