[硕士论文]供电服务质量分析与改进研究.pdf

上海交通大学
硕士学位论文
供电服务质量分析与改进研究
姓名:吕文杰
申请学位级别:硕士
专业:工商管理
指导教师:徐飞
20050612
上海交通大学硕士学位论文(MBA) 供电服务质量分析与改进研究




本文以上海市区供电公司为研究对象,采用 PZB 等学者提出的 GAP 模型,探讨了供电服务
质量的成因,并提出了相应的改进策略。全文主要的内容如下。
首先,本文研究了服务概念的本质、定义和特征,分析了不同学者对服务概念的理解,阐述
了服务质量概念的发展,重点论述了服务质量的评价方面和方法,本部分的研究为后面的研究提
供了关于服务质量理论的科学基础。
其次,本文结合 PZB 所提出的 GAP 模型,分析了服务质量差距形成的过程,并结合供电服
务的实际特征,对 GAP 进行了扩展,为扩展 GAP 设计了相应的观测指标。然后,本文采用这一
套观测指标体系,对上海市区供电公司的服务体系进行了评价,分析了市区供电服务服务质量问
题的成因,以及其服务生产和传递环节中的应改进之处。
最后,本文根据前面的分析,结合对扩展 GAP 模型的分析和探讨,从缩小 GAP 入手,探讨
了上海市区供电公司消除服务质量差距,提供优质服务的策略问题,提出了供电服务公司服务质
量改进的一系列建议、策略和方法。

关键字:供电服务,服务质量,GAP 模型,顾客满意



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上海交通大学硕士学位论文(MBA) 供电服务质量分析与改进研究


ABSTRACT

This paper takes the Shanghai City Power Supply Co. as the research objective,
discusses the issue of its service quality adopting the GAP model proposed by PZB. Some
improvement strategies are brought out, and the mail content are as following:
First, The author studies the nature, definition and characters of service concept,
analyzes different understandings of this concept proposed by many authors, explains
the development of the concept of service concept, and focuses on its evaluation methods
and dimensionality. This part provide the theoretical foundation for the following part.
Second, combined with the GAP model proposed by PZB, the author analyzes the process
of service quality formation, and based on the real characters of power supply service,
expands the GAP model into a series of expanded GAPs, and for each expanded GAP, some
corresponding indicators are assigned to reflect it. Then, the author uses this set of
indicators to evaluate the service system of Shanghai city Power Supply Co., analyzes
the causes of its service quality problems, and discusses the points that should be
corrected and improved.
As the last part, according to the upper analysis, especially with discussion on
GAP model, the author proposes the strategies for servic