Abstract
The SERVQUAL model generated from service industries is an effectiveevaluation model about service quality in the business field. But itsapplication in other fields is to be researched and validated. Thedevelopment, concept and characteristics of SERVQUAL model are analyzed.According to service characteristics of official vehicle management, themodel is improved. On the basis of SERVQUAL measurements of PZB, nineindexes are deleted, five indexes are increased, two indexes are mergedand the descriptions are optimized. Then, a kind of evaluation model forservice quality of the official vehicle management system is promoted.Finally, the evaluation process is discussed. It shows that the improvedmodel can be used to evaluate the service quality in official vehiclemanagement effectively.
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Quan, J.-C., Wang, B., & Liu, Y. (2015). Evaluating Service Quality in Official Vehicle Management. In Proceedings of the 2015 International Conference on Management Science and Management Innovation (Vol. 6). Atlantis Press. https://doi.org/10.2991/msmi-15.2015.101
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