Research of the trait and quality on emergency wechat platform based on service framework and quality gap

Abstract

In this paper, for a given service quality gap problems of emergency WeChat platform, we discuss the general method for determining the trait of emergency WeChat platform, as well as quality framework, evaluation system of emergency WeChat service. For the determination of the trait of emergency WeChat platform, using SPSS mathematical software to draw an initial shape, through the mathematical method of mean value and balanced scorecard, we build a model, get the coordinate of services quality evaluation initial indexes system of emergency WeChat platform; For quality framework and evaluation system of emergency WeChat service, we define the five dimensionalities items, and optimize the original evaluation system indicators. For the empirical study, we selected six representative platform as the evaluation sample from the emergency platform of Wechat in China, send 100 questionnaires and designed 14 items in questionnaire which corresponding with the evaluation index system. Using the method of multidimensional scaling analysis, we disclose the properties of the multiple samples and the degree of similarity between them. Using the method of grey correlation analysis, we find the degree of quality gap and perform quantitative ordering about the service quality of emergency Wechat platform.