Evaluating Service Quality in Official Vehicle Management
- 10.2991/msmi-15.2015.101How to use a DOI?
- SERVQUAL model, Service quality, Evaluation Index, Official vehicle management.
The SERVQUAL model generated from service industries is an effective evaluation model about service quality in the business field. But its application in other fields is to be researched and validated. The development, concept and characteristics of SERVQUAL model are analyzed. According to service characteristics of official vehicle management, the model is improved. On the basis of SERVQUAL measurements of PZB, nine indexes are deleted, five indexes are increased, two indexes are merged and the descriptions are optimized. Then, a kind of evaluation model for service quality of the official vehicle management system is promoted. Finally, the evaluation process is discussed. It shows that the improved model can be used to evaluate the service quality in official vehicle management effectively.
- © 2015, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Ji-Chuan Quan AU - Bing Wang AU - Yong Liu PY - 2015/08 DA - 2015/08 TI - Evaluating Service Quality in Official Vehicle Management BT - Proceedings of the 2015 International Conference on Management Science and Management Innovation PB - Atlantis Press SP - 544 EP - 549 SN - 2352-5428 UR - https://doi.org/10.2991/msmi-15.2015.101 DO - 10.2991/msmi-15.2015.101 ID - Quan2015/08 ER -