Researche On Urban Public Service Enterprises' Service Quality Evaluation System: Construction And Application Of Trafers Model

In 1950's, with the recovery of global economy after World War II, service industry began to grow rapidly, "Services"," Service Quality" and "Service Quality Management" have gradually become to a hot academic research. In China, with the development boom of services economic, the city public service enterprises, which as one of the branch type in service industry, are also beginning to attract people's attentions. However, the drawbacks which left by the planned economy system and traditional management model of state-owned enterprises, leading to a considerable problem in service management for these enterprises. Therefore, improving service environment and service quality is an immediate pressing problem for them.This article attempts to start from the perspective of service quality, on the basis of summing up previous research results, through the method of small-scale exploratory analysis and validation of empirical research, to propose a service quality evaluation model which specially suit to urban public service enterprises, then facilitate the Government, the public and the enterprises themselves to supervise and evaluate the service quality, make some reference for such enterprises to improve and enhance the service quality.The paper initially defined the concept of service and service quality and classified the elements of service quality with the conclusion of academic community in the service and service quality. What's more, according to the types and features of public service products, as well as the characteristics of public service enterprises, the author made a clear definition of the city public service enterprises, and made the reader a clearer understanding of these enterprises.Secondly, in reference to various types of service quality evaluation methods, this paper has made a research and analysis the evaluation model about SERVQUAL by PZB, summarized its strengths and limitations, in order to lay the foundation for proposing the new model.Thirdly, based on the literature summarization, enterprise interviews, and a typical customer interviews, the author preliminary given a service quality rating scale for urban public service enterprises, then made the city of Hangzhou for example, chose three typical urban public service enterprises that is Hangzhou Water Industry Group Co., Ltd., Hangzhou Gas Group Co., Ltd. and Hangzhou Municipal Electric Power Bureau. Selected samples from residential customers as the research object for a small exploratory research studies. through the statistical research methods such as reliability testing, validity testing, correlation analysis and exploratory factor analysis, refined and summarized the indicators which are used to evaluate the service quality, and ultimately found seven evaluation latitudes which impact on customer perceived service quality, and initially built a service quality evaluation model-Trafers model that specifically adapt to urban public service enterprises.Later, the author chose the city of Hangzhou for example, and made a large sample studies. After reliability and validity testing to verify the adoption of the model, the author valued the service quality of the urban public service enterprises that is represent by Hangzhou Water Industry Group Co., Ltd., Hangzhou Gas Group Co., Ltd. and Hangzhou Municipal Electric Power Bureau. At the end received the service quality score of 4.72 points.According to the results of the service quality measurement, the author analyzed the status of the urban public service enterprises'service quality in the city of Hangzhou, and referred some recommendations to improve the service quality for reference.Finally, while summing up the conclusions of the study, the author pointed out the limitations of this research, and looking to the future research direction.