基于期望视角的感知服务质量与顾客满意度区别研究

从期望出发,比较顾客视角的感知服务质量与满意度的区别。首先对期望概念进行明确界定,借鉴卡诺模型分类方法划分期望类别,基于重要性维度得到期望的三个类别:核心属性期望、重要属性期望和附加属性期望。以餐饮行业为实证研究背景,比较期望视角下的顾客满意度和感知服务质量的区别。发现核心属性期望、重要属性期望对顾客的服务质量评价影响更大,而附加属性期望对顾客的满意度评价影响更大。最后,给出企业对顾客期望、服务质量与顾客满意度的管理意义。

Based on Expectation Research the Differences between Perceived Service Quality and Customer Satisfaction

Start with expectation,comparing the differences between perceived service quality and customer satisfaction from customer’s perspective.First,making clear the definition of expectations,and referring to Kano model to divide expectations groups,we got three groups:core attributes expectation, important attributes expectation and additive attributes expectation.Choosing restaurant industry as the research background,we compared the differences between perceived service quality and customer satisfaction under expectation.We got that core attributes expectation,important attributes expectation has the more influence to perceived service quality,and additive attributes expectation was the biggest impacting factor to customer satisfaction.At last,the management meanings of customer expectation, service quality and customer satisfaction are given.