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近年来消费者日益关注服务质量;学者们不断致力于对服务质量的定义、描述维度及评价模型的研究;但是差异性使得不同地区的不同行业很难用一种确定的量表对其服务质量进行定量及定性的分析。此文以同济大学嘉定校区联华超市的服务质量为研究对象,以问卷调查的形式,测试Dabholkar零售业量表在该地的适用性并做出相应调整;针对调查结果显示的服务质量问题,对联华超市的服务工作提出相应建议,从而帮助提高其服务质量。
In recent years, consumers pay more and more attention to quality of service. Scholars keep devoting themselves to the definition, description dimension and evaluation model of service quality. But the difference makes it difficult for different industries in different regions to use a certain scale to measure their service quality Quantitative and qualitative analysis. This article takes the service quality of Lianhua Supermarket in Jiading Campus of Tongji University as the research object and tests the applicability of the Dabholkar Retail Scale in the area in the form of questionnaire. In view of the quality of service indicated by the survey results, Lianhua supermarket service work put forward corresponding suggestions, thus helping to improve their service quality.