基于servqual模型的我国认可机构服务质量研究.docxVIP

基于SERVQUAL模型的我国认可机构服务质量研究 北京工商大学 陈 锴 王 昊 国家塑料制品质量监督检验中心 王秀娴 北京中大华远认证中心 曾新榕 摘 要：目前，世界各国都在积极探索确保产品质量、维护人类生命健康安全的有效措施和办法，认证认可已成为国际通行解决这类问题的重要手段。如何评价认可机构并持续改进其自身的服务质量，是一个值得探讨的问题。本文尝试提出一种解决此问题的方法与思路，这也是写作此文的目的。 论文以顾客感知服务质量为理论基础，在PZB研究小组开发的SERVQUAL模型基础上，采用专家调查法，提出了我国认可机构的SERVQUAL模型。论文采用因子分析法，分析并评估了SERVQUAL 模型的维度、信度和效度，并在此基础上，修正了我国认可机构的SERVQUAL模型。研究表明修正后的模型更适合我国认可机构，具有一定的实用价值。论文最后提出了改善我国认可机构服务质量的建议。 关键词：认可机构 服务 质量 SERVQUAL模型 中图分类号：F253.3 文献标识码：A Research on Service Quality of Accreditation Institutions in China Based on SERVQUAL Model Chen Kai1, Wang Hao2 , Wang Xiuxian3, Zeng Xinrong3 （1,2. Beijing technology and business university, Beijing, 100048, China; 3. National plastic products quality supervision and inspection center, Beijing, 100048, China; 4. Beijing ZhongDaHuaYuan Certification Center, Beijing, 100833, China） Abstracts: Nowadays, many countries in the world are actively exploring effective methods to ensure high quality of products and healthy security of human-beings, while, certification and accreditation have become an important method to solve these problems. How to evaluate service quality of accreditation institutions and improve it continually is an issue worth researching and discussing. The purpose of this paper is trying to raise a way to solve this issue. Based on consumer perceptions of service quality and SERVQUAL model developed by PZB teams, in this paper, we proposed the SERVQUAL model of accreditation institutions in China by delphi method. With the help of factor analysis, we analyze and evaluate the dimension, validity and reliability of SERVQUAL model, based on which the model is amended. Research shows that the amended model is suitable for accreditation institutions in China and has a certain practical value. Suggestions for improving service quality of accreditation institutions in China are discussed at the end of this paper. Keywords: accreditation institutions; service; quality; SERVQUAL model 1 问题的提出 认证认可工作是