{"id":828,"date":"2025-08-25T11:31:40","date_gmt":"2025-08-25T03:31:40","guid":{"rendered":"https:\/\/mooda.com.cn\/?page_id=828"},"modified":"2025-08-25T11:31:40","modified_gmt":"2025-08-25T03:31:40","slug":"%e7%94%a8servqual%e6%b5%8b%e9%87%8f%e6%9c%8d%e5%8a%a1%e7%9a%84%e7%9c%9f%e5%ae%9e%e5%b7%ae%e8%b7%9d","status":"publish","type":"page","link":"https:\/\/mooda.com.cn\/?page_id=828","title":{"rendered":"\u7528SERVQUAL\u6d4b\u91cf\u670d\u52a1\u7684\u771f\u5b9e\u5dee\u8ddd"},"content":{"rendered":"\n<iframe style=\"width: 100%; aspect-ratio: 16\/9;\" src=\"\/\/player.bilibili.com\/player.html?isOutside=true&#038;bvid=BV1M3YXzaE4y&#038;p=1&#038;autoplay=0\" scrolling=\"no\" border=\"0\" frameborder=\"no\" framespacing=\"0\" allowfullscreen=\"true\"><\/iframe>\n\n\n\n<p>\u4e0a\u4e00\u671f\u6211\u4eec\u8bb2\u4e86\u201c\u670d\u52a1\u8d28\u91cf\u6982\u5ff5\u6a21\u578b\u201d\u77e5\u9053\u4e86\u4f01\u4e1a\u548c\u5ba2\u6237\u4e4b\u95f4\u53ef\u80fd\u5b58\u5728\u4e94\u4e2a\u5dee\u8ddd\uff0c\u4e5f\u77e5\u9053\u4e86\u8be5\u5982\u4f55\u7f29\u5c0f\u8fd9\u4e9b\u5dee\u8ddd\uff0c\u63d0\u4f9b\u670d\u52a1\u8d28\u91cf\u6c34\u5e73\u3002<\/p>\n\n\n\n<p>\u90a3\u4e48\u6709\u670b\u53cb\u95ee\uff1a\u5982\u4f55\u6d4b\u91cf\u8fd9\u4e9b\u8d28\u91cf\u5dee\u8ddd\u5462\uff1f<\/p>\n\n\n\n<p>\u4eca\u5929\u8981\u4ecb\u7ecd\u7684\uff0c\u5c31\u662f\u4e00\u4e2a\u5728\u5168\u7403\u5e94\u7528\u6700\u5e7f\u7684\u670d\u52a1\u8d28\u91cf\u6d4b\u91cf\u5de5\u5177\u2014\u2014SERVQUAL\u3002<\/p>\n\n\n\n<p class=\"has-text-align-center has-medium-font-size\"><strong>\u25a0<\/strong><strong>SERVQUAL\u7684\u7531\u6765<\/strong><\/p>\n\n\n\n<p>\u6211\u4eec\u524d\u9762\u8bb2\u8fc7\uff0c1985\u5e74\uff0c\u5e15\u62c9\u82cf\u62c9\u66fc\uff08Parasuraman\uff09\u7b49\u5b66\u8005\u63d0\u51fa\u4e86\u670d\u52a1\u8d28\u91cf\u6982\u5ff5\u6a21\u578b\uff0c\u540e\u6765\uff0c\u4ed6\u4eec\u57281988\u5e74\u53c8\u63d0\u51fa\u4e86\u4e00\u4e2a\u7528\u4e8e\u6d4b\u91cf\u670d\u52a1\u8d28\u91cf\u7684SERVQUAL\u6a21\u578b\u3002<\/p>\n\n\n\n<p>\u8fd9\u4e2a\u6a21\u578b\u4e0e\u6211\u4eec\u4e0a\u4e00\u671f\u8bb2\u7684\u6982\u5ff5\u6a21\u578b\u76f8\u6bd4\uff0c\u6838\u5fc3\u601d\u60f3\u6ca1\u53d8\uff0c\u8fd8\u662f\u8ba4\u4e3a\uff0c<\/p>\n\n\n\n<p>\u670d\u52a1\u8d28\u91cf&nbsp;= \u5ba2\u6237\u611f\u77e5\uff08Perceptions\uff09- \u5ba2\u6237\u671f\u671b\uff08Expectations\uff09<\/p>\n\n\n\n<p>\u5176\u542b\u4e49\u662f\u5ba2\u6237\u7684\u6ee1\u610f\u5ea6\uff0c\u53d6\u51b3\u4e8e\u5ba2\u6237\u7684\u5b9e\u9645\u4f53\u9a8c\u662f\u5426\u6bd4\u9884\u671f\u66f4\u597d\u3002<\/p>\n\n\n\n<p>\u5982\u679c\u5b9e\u9645\u4f53\u9a8c\u8d85\u51fa\u9884\u671f\uff0c\u5ba2\u6237\u5c31\u4f1a\u611f\u5230\u60ca\u559c\uff0c\u610f\u5473\u7740\u670d\u52a1\u8d28\u91cf\u597d\u3002<\/p>\n\n\n\n<p>\u5982\u679c\u4f4e\u4e8e\u9884\u671f\uff0c\u54ea\u6015\u53ea\u662f\u5c0f\u95ee\u9898\uff0c\u4e5f\u53ef\u80fd\u5ba2\u6237\u5f15\u53d1\u4e0d\u6ee1\uff0c\u610f\u5473\u7740\u670d\u52a1\u8d28\u91cf\u4e0d\u597d\u3002<\/p>\n\n\n\n<p>\u4e24\u8005\u4e4b\u95f4\u7684\u5dee\u522b\u5728\u4e8e\uff0c1985\u5e74\u5e15\u62c9\u82cf\u62c9\u66fc\u63d0\u51fa\u7684\u6a21\u578b\u662f\u5c06\u670d\u52a1\u62c6\u89e3\u6210\u8fc7\u7a0b\uff0c\u7136\u540e\u5bf9\u8fc7\u7a0b\u8fdb\u884c\u5bf9\u6bd4\uff0c\u627e\u51fa\u5dee\u8ddd\u3002\u800c1988\u5e74\u63d0\u51fa\u7684\u8fd9\u4e2a\u6a21\u578b\uff08SERVQUAL\uff09\uff0c\u5219\u662f\u5c06\u670d\u52a1\u8d28\u91cf\u5206\u6210\u4e0d\u540c\u7684\u7ef4\u5ea6\uff0c\u8fdb\u884c\u5bf9\u6bd4\uff0c\u8be5\u6a21\u578b\u7528\u4e8e\u8bc4\u4ef7\u670d\u52a1\u8d28\u91cf\u66f4\u65b9\u4fbf\u3002<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"587\" height=\"1024\" src=\"https:\/\/mooda.com.cn\/wp-content\/uploads\/2025\/08\/image-49-587x1024.png\" alt=\"\" class=\"wp-image-829\" srcset=\"https:\/\/mooda.com.cn\/wp-content\/uploads\/2025\/08\/image-49-587x1024.png 587w, https:\/\/mooda.com.cn\/wp-content\/uploads\/2025\/08\/image-49-172x300.png 172w, https:\/\/mooda.com.cn\/wp-content\/uploads\/2025\/08\/image-49.png 710w\" sizes=\"(max-width: 587px) 100vw, 587px\" \/><\/figure><\/div>\n\n\n<p class=\"has-text-align-center has-medium-font-size\"><strong>\u25a0SERVQUAL\u7684\u4e94\u4e2a\u7ef4\u5ea6<\/strong><\/p>\n\n\n\n<p>\u8fd9\u4e2a\u670d\u52a1\u8d28\u91cf\u6a21\u578b\u6700\u521d\u6709\u5341\u4e2a\u7ef4\u5ea6\uff0c\u540e\u6765\u53d1\u73b0\u6709\u4e9b\u7ef4\u5ea6\u662f\u91cd\u590d\u7684\uff0c\u6700\u7ec8\u88ab\u7cbe\u70bc\u4e3a\u4e94\u4e2a\u6838\u5fc3\u7ef4\u5ea6\uff1a<\/p>\n\n\n\n<ul>\n<li>\u6709\u5f62\u6027\uff08Tangibles\uff09<br>\u6709\u5f62\u6027\u662f\u6307\u57fa\u7840\u8bbe\u65bd\u3001\u7269\u7406\u73af\u5883\u3001\u8bbe\u5907\u3001\u4eba\u5458\u53ca\u6c9f\u901a\u6750\u6599\u7b49\u201c\u770b\u5f97\u89c1\u201d\u7684\u5916\u89c2\u3002\u8b6c\u5982\u9910\u5385\u7684\u6574\u6d01\u5ea6\u30014S\u5e97\u5c55\u5385\u91cc\u7684\u73af\u5883\u3001\u63a5\u5f85\u5458\u5de5\u7684\u4eea\u5bb9\u53ca\u5ba3\u4f20\u6750\u6599\u3002<\/li>\n\n\n\n<li>\u53ef\u9760\u6027\uff08Reliability\uff09<br>\u53ef\u9760\u6027\u6307\u7684\u662f\u80fd\u591f\u53ef\u9760\u4e14\u51c6\u786e\u5730\u6267\u884c\u627f\u8bfa\u7684\u670d\u52a1\u3002\u8b6c\u5982\u5feb\u9012\u670d\u52a1\u662f\u5426\u6309\u65f6\u9001\u8fbe\u3001\u627f\u8bfa\u7684\u552e\u540e\u662f\u5426\u771f\u6b63\u5c65\u884c\u3002<\/li>\n\n\n\n<li>\u54cd\u5e94\u6027\uff08Responsiveness\uff09<br>\u54cd\u5e94\u6027\u662f\u6307\u5e2e\u52a9\u5ba2\u6237\u7684\u610f\u613f\u548c\u63d0\u4f9b\u53ca\u65f6\u670d\u52a1\u7684\u610f\u613f\u3002\u8b6c\u5982\u9910\u5385\u670d\u52a1\u5458\u662f\u5426\u53ca\u65f6\u52a0\u6c34\u3001\u5ba2\u670d\u662f\u5426\u80fd\u76f4\u63a5\u5feb\u901f\u7684\u56de\u5e94\uff0c\u800c\u4e0d\u662f\u63a8\u5378\u8d23\u4efb\uff0c\u8f6c\u79fb\u95ee\u9898\u3002<\/li>\n\n\n\n<li>\u4fdd\u8bc1\u6027\uff08Assurance\uff09<br>\u4fdd\u8bc1\u6027\u662f\u6307\u5458\u5de5\u7684\u4e13\u4e1a\u80fd\u529b\u3001\u77e5\u8bc6\u53ca\u793c\u8c8c\uff0c\u4ee5\u53ca\u4ed6\u4eec\u4f20\u9012\u4fe1\u4efb\u548c\u81ea\u4fe1\uff0c\u8ba9\u5ba2\u6237\u611f\u5230\u653e\u5fc3\u7684\u80fd\u529b\u3002\u8b6c\u5982\u533b\u9662\u533b\u62a4\u4eba\u5458\u7684\u4e13\u4e1a\u7a0b\u5ea6\u3001\u4fdd\u9669\u7406\u8d22\u987e\u95ee\u7684\u53ef\u4fe1\u5ea6\u3002<\/li>\n\n\n\n<li>\u540c\u7406\u5fc3\uff08Empathy\uff09<br>\u540c\u7406\u5fc3\u662f\u6307\u5bf9\u5ba2\u6237\u63d0\u4f9b\u5173\u6000\u3001\u4e2a\u6027\u5316\u7684\u5173\u6ce8\u3002\u8b6c\u5982\u9152\u5e97\u3001\u9910\u9986\u662f\u5426\u8bb0\u5f97\u8001\u5ba2\u6237\u7684\u504f\u597d\u3001\u6211\u4eec\u7684\u552e\u540e\u662f\u5426\u8003\u8651\u5ba2\u6237\u7279\u6b8a\u60c5\u51b5\u3002<\/li>\n<\/ul>\n\n\n\n<p class=\"has-text-align-center has-medium-font-size\"><strong>\u25a0SERVQUAL\u7684\u65b9\u6cd5<\/strong><\/p>\n\n\n\n<p>\u5e15\u62c9\u82cf\u62c9\u66fc\u7b49\u4eba\u63d0\u4f9b\u4e86\u4e00\u4efd\u6807\u51c6\u7684\u95ee\u5377\u6a21\u7248\uff0c\u5305\u542b\u4e8622\u9879\u6761\u76ee\uff0c\u5176\u4e2d\uff1a<\/p>\n\n\n\n<p>4\u9879\u6709\u5f62\u6027\uff0c5\u9879\u53ef\u9760\u6027\uff0c4\u9879\u54cd\u5e94\u6027\uff0c4\u9879\u4fdd\u8bc1\u6027\uff0c\u4ee5\u53ca5\u9879\u540c\u7406\u5fc3\u3002<\/p>\n\n\n\n<p>\u6bcf\u4e00\u9879\u90fd\u5305\u62ec\u671f\u671b\u90e8\u5206\u548c\u611f\u77e5\u90e8\u5206\u3002<\/p>\n\n\n\n<p>\u867d\u7136\u53ef\u4ee5\u7528\u8fd9\u4e2a\u6a21\u7248\u76f4\u63a5\u4f7f\u7528\uff0c\u4f46\u5728\u5b9e\u8df5\u4e2d\uff0c\u901a\u5e38\u4f1a\u6839\u636e\u884c\u4e1a\u7684\u7279\u70b9\u53ca\u9700\u8981\uff0c\u6709\u9488\u5bf9\u6027\u7684\u6dfb\u52a0\u6216\u8c03\u6574\u4e00\u4e9b\u6761\u76ee\u7684\u6743\u91cd\u3002<\/p>\n\n\n\n<p>\u57fa\u4e8eSERVQUAL\u6a21\u578b\u63d0\u4f9b\u7684\u95ee\u5377\u88ab\u79f0\u4e3a\u201c\u6700\u6d41\u884c\u7684\u6807\u51c6\u5316\u670d\u52a1\u8d28\u91cf\u7ba1\u7406\u95ee\u5377\u201d\uff0c\u5728\u8d28\u91cf\u53ca\u8425\u9500\u9886\u57df\uff0c\u88ab\u533b\u7597\u4fdd\u5065\u3001\u94f6\u884c\u3001\u91d1\u878d\u670d\u52a1\u548c\u6559\u80b2\u7b49\u884c\u4e1a\u5e7f\u6cdb\u4f7f\u7528\u3002<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"816\" height=\"1024\" src=\"https:\/\/mooda.com.cn\/wp-content\/uploads\/2025\/08\/image-50-816x1024.png\" alt=\"\" class=\"wp-image-830\" srcset=\"https:\/\/mooda.com.cn\/wp-content\/uploads\/2025\/08\/image-50-816x1024.png 816w, https:\/\/mooda.com.cn\/wp-content\/uploads\/2025\/08\/image-50-239x300.png 239w, https:\/\/mooda.com.cn\/wp-content\/uploads\/2025\/08\/image-50-768x964.png 768w, https:\/\/mooda.com.cn\/wp-content\/uploads\/2025\/08\/image-50.png 1080w\" sizes=\"(max-width: 767px) 89vw, (max-width: 1000px) 54vw, (max-width: 1071px) 543px, 580px\" \/><\/figure><\/div>\n\n\n<p class=\"has-text-align-center has-medium-font-size\"><strong>\u25a0SERVQUAL\u7684\u5e94\u7528<\/strong><\/p>\n\n\n\n<p>\u4ee5\u8fde\u9501\u670d\u52a1\u6216\u591a\u7f51\u70b9\u670d\u52a1\u7684\u4f01\u4e1a\u4e3a\u4f8b\uff0c\u8be5\u6a21\u578b\u5c31\u6709\u51e0\u79cd\u73a9\u6cd5\u3002<\/p>\n\n\n\n<p>\u9996\u5148\uff0c\u53ef\u4ee5\u8fdb\u884c\u6a2a\u5411\u5bf9\u6bd4\uff0c\u6211\u4eec\u53ef\u4ee5\u6839\u636e\u76ee\u6807\u5ba2\u6237\u53ca\u76ee\u6807\u5ba2\u6237\u7684\u9700\u6c42\u8bbe\u8ba1\u6709\u9488\u5bf9\u6027\u7684\u4e13\u7528\u95ee\u5377\uff0c\u7136\u540e\u5bf9\u533a\u57df\u5185\u7684\u6240\u6709\u8425\u4e1a\u5e97\u9762\u8fdb\u884c\u6a2a\u5411\u7684\u5bf9\u6bd4\uff0c\u53d1\u73b0\u77ed\u677f\u3001\u66b4\u9732\u95ee\u9898\u3001\u8fdb\u884c\u6539\u8fdb\uff0c\u6709\u9488\u5bf9\u6027\u7684\u63d0\u9ad8\u670d\u52a1\u8d28\u91cf\u3002<\/p>\n\n\n\n<p>\u540c\u65f6\uff0c\u4e5f\u53ef\u4ee5\u8fdb\u884c\u7eb5\u5411\u6bd4\u8f83\uff0c\u901a\u8fc7\u8ddf\u8e2a\u5b9a\u671f\u8bc4\u4ef7\u7ed3\u679c\uff0c\u53d1\u73b0\u8425\u4e1a\u5e97\u9762\u670d\u52a1\u8d28\u91cf\u7684\u53d8\u5316\u53ca\u7ecf\u8425\u7ee9\u6548\u7684\u6539\u8fdb\u60c5\u51b5\u3002<\/p>\n\n\n\n<p>\u5f53\u7136\uff0c\u8fd8\u53ef\u4ee5\u8fdb\u884c\u6807\u6746\u5bf9\u6bd4\uff0c\u53ef\u4ee5\u53c2\u8003\u501f\u9274\u672c\u884c\u4e1a\u6807\u6746\u4f01\u4e1a\u3001\u884c\u4e1a\u6d4b\u8bc4\u8d44\u6599\u7b49\u6570\u636e\uff0c\u83b7\u5f97\u884c\u4e1a\u57fa\u51c6\uff0c\u5728\u6839\u636e\u672c\u4f01\u4e1a\u7684\u60c5\u5883\u8c03\u6574\u6743\u91cd\uff0c\u5bf9\u95ee\u5377\u8fdb\u884c\u6269\u5c55\uff0c\u751f\u6210\u81ea\u5df1\u7684\u4e13\u5c5e\u52a8\u6001\u5de5\u5177\u3002\u7528\u4e8e\u7cfb\u7edf\u6027\u5bf9\u6bd4\u4e0e\u6539\u8fdb\u4f18\u5148\u7ea7\u6392\u5e8f\u3002<\/p>\n\n\n\n<p class=\"has-text-align-center has-medium-font-size\"><strong>\u25a0\u7ed9\u7ba1\u7406\u8005\u7684\u542f\u793a<\/strong><\/p>\n\n\n\n<p>\u603b\u4e4b\uff0cSERVQUAL\u66f4\u50cf\u662f\u4e00\u9762\u201c\u955c\u5b50\u201d\uff0c\u5e2e\u52a9\u6211\u4eec\u7167\u89c1\u81ea\u5df1\u7684\u670d\u52a1\u8d28\u91cf\u5230\u5e95\u884c\u4e0d\u884c\u3002<\/p>\n\n\n\n<p>SERVQUAL\u6a21\u578b\u7684\u771f\u6b63\u610f\u4e49\u5728\u4e8e\uff0c\u5e2e\u52a9\u6211\u4eec\u5c11\u62cd\u8111\u888b\uff0c\u591a\u7528\u4e8b\u5b9e\u548c\u6570\u636e\u8bf4\u8bdd\u3002\u901a\u8fc7\u201c\u671f\u671b\u4e0e\u611f\u77e5\u201d\u7684\u5bf9\u6bd4\uff0c\u8ba9\u6211\u4eec\u770b\u5230\uff1a\u5ba2\u6237\u5230\u5e95\u5728\u610f\u4ec0\u4e48\u3001\u6211\u4eec\u7684\u5dee\u8ddd\u5728\u54ea\u91cc\u3002<\/p>\n\n\n\n<p>\u771f\u6b63\u7684\u7ade\u4e89\u529b\uff0c\u5c31\u85cf\u5728\u8fd9\u4e9b\u5dee\u8ddd\u88ab\u7f29\u5c0f\u751a\u81f3\u53cd\u8f6c\u7684\u8fc7\u7a0b\u4e2d\u3002<\/p>\n\n\n\n<p><strong>\u53c2\u8003\u8d44\u6599<\/strong><\/p>\n\n\n\n<p>[1] Parasuraman A V , Zeithaml V A , Berry L L .SERVQUAL A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality[J].Journal of Retailing, 1988, 64(1):12-40.<\/p>\n\n\n\n<p>* \u5185\u5bb9\u53ca\u89c2\u70b9\u4ec5\u4f9b\u53c2\u8003&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u4e0a\u4e00\u671f\u6211\u4eec\u8bb2\u4e86\u201c\u670d\u52a1\u8d28\u91cf\u6982\u5ff5\u6a21\u578b\u201d\u77e5\u9053\u4e86\u4f01\u4e1a\u548c\u5ba2\u6237\u4e4b\u95f4\u53ef\u80fd\u5b58\u5728\u4e94\u4e2a\u5dee\u8ddd\uff0c\u4e5f\u77e5\u9053\u4e86\u8be5\u5982\u4f55\u7f29\u5c0f\u8fd9\u4e9b\u5dee\u8ddd\uff0c\u63d0\u4f9b\u670d\u52a1\u8d28 &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/mooda.com.cn\/?page_id=828\" class=\"more-link\">\u7ee7\u7eed\u9605\u8bfb<span class=\"screen-reader-text\">\u201c\u7528SERVQUAL\u6d4b\u91cf\u670d\u52a1\u7684\u771f\u5b9e\u5dee\u8ddd\u201d<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","meta":{"footnotes":""},"_links":{"self":[{"href":"https:\/\/mooda.com.cn\/index.php?rest_route=\/wp\/v2\/pages\/828"}],"collection":[{"href":"https:\/\/mooda.com.cn\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/mooda.com.cn\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/mooda.com.cn\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/mooda.com.cn\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=828"}],"version-history":[{"count":1,"href":"https:\/\/mooda.com.cn\/index.php?rest_route=\/wp\/v2\/pages\/828\/revisions"}],"predecessor-version":[{"id":831,"href":"https:\/\/mooda.com.cn\/index.php?rest_route=\/wp\/v2\/pages\/828\/revisions\/831"}],"wp:attachment":[{"href":"https:\/\/mooda.com.cn\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=828"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}