Research On The Evaluation Method Of Service Quality Based On PZB Gaps Model

The research on the service management has grown up with the rise of the service industry, and the service quality has become a focus since it is the nucleus of the service management. The theories and methods about manufacturing industry quality management has become more and more mature, but the study on the service quality management seems depressing, especially, the evaluation and quantization on the service quality is a difficult problem for its research. Service quality is not only the responsibility of the enterprise but also the enterprise's core competitiveness. Therefore, exploring how to evaluate service quality is significant for the development of enterprises.This thesis analysis the related concepts of service quality firstly, and then studied on how to identify key dimension of service quality and propose the evaluation method of service quality. The purpose and significance of the study lies in:firstly, analyzing the theory and model of service quality, identifying the key dimension of service quality to guide the establishment of index system; secondly, innovating the evaluation method of service quality to present the sorting results of the program and to calculate the level of service quality; finally, providing a case study on service quality evaluation to illustrate the application of proposed method.This article has mainly completed four aspects research works as follows:(1) Concepts about service quality are analyzed and defined. This thesis analyzes service expect, service perceived performance and past experience based on the concept of service and service quality, which is the foundation for further evaluation of service quality.(2) Identifying the key dimension of service quality in general service industries. Firstly, to obtain the list of service quality dimensions based on existing literature; secondly, experts evaluate the importance of service quality dimension; finally, identifying the key dimension of service quality in general service industries based on statistical analysis, which is the theoretical foundation for the research on the evaluation method of service quality.(3) Proposing a method for evaluating service quality. The existing methods only present the sorting results of the programs, but not to calculate the level of service quality. So proposing a method based on PZB gap model. This method applies fuzzy weighted average operator to gather evaluation information of customers, and applies similarity measures of generalized fuzzy numbers to calculate the level of quality of service, and integrates the method of calculating defuzzified value to present the sorting results of programs.(4) Two cases about evaluating service quality are analyzed. Two cases about evaluating service quality of X online book store and Y airline company are put forward to describe the calculating process of the methods.Besides, literatures related to service quality are reviewed and appraised. By the end of this thesis, the main research results and conclusions, major contribution and limitations, and requiring work for further research are summarized.