The Research On Service Quality Evaluation Model And Application Under Different Business Models Based On Customer Perception

Accelerating service quality improvement is the key to promoting the optimization and upgrading of the tertiary industry.At present,the service quality model is mainly based on a single model of a single industry,and the quality assessment lacks the measurement of "customer perception",so it is difficult to truly reflect the customer service experience under multiple models.Therefore,in order to further clarify the key points of service quality improvement under different business models,it is necessary for this paper to build B2C and B2B service quality assessment models respectively based on the perspective of customer perception,and conduct comparative study on the two service quality assessment models.In this paper,according to the theory of perceived service quality,service,contact theory,the service blueprint technology as the main basis,for the first time to use the three dimensional contact element technology namely through four stages and three interacting objects and 6 kinds of service awareness enhancement,build up the contact framework covers 72 units,and combines the technique of in-depth interviews build B2C and B2B service quality evaluation scale,respectively.Through questionnaire survey,exploratory factor analysis,confirmatory factor analysis and other statistical methods,finally confirmed B2C service quality evaluation model by professionalism,comfort,safety,empathy,communication,compensatory,responsiveness,reliability,friendly,reputation in 10 dimensions of 57 indicators.B2B service quality evaluation model consists of 47 indicators in 9dimensions of empathy,reliability,communication,effectiveness,reputation,standardization,professionalism,responsiveness and comfort.Then using scale-extending method and path coefficient method to determine the weight of the evaluation index system.In the comparative study of the B2C and B2B service quality evaluation models,three common points and five major differences between the two service models in the service quality evaluation were obtained.It is found that there are significant differences in affective factors and outcome factors between the two types of service evaluation.And based on the commercial banking industry to conduct empirical research analysis,it provides corresponding strategies for the improvement of service quality.On the one hand,the service quality evaluation model constructed in this paper has realized the measurement of customer perception from "six senses".On the other hand,the universal service quality evaluation model also enhances the applicability between different industries.At the same time,this study also enriches the comparative study of B2C and B2B business models in the field of service quality,providing theoretical and practical references for the service quality evaluation and optimization.