摘要
为验证服务质量(service quality,SERVQUAL)评价方法原始量表中各问项设计的科学性及在不同文化背景下的适用性问题,通过在中国和英国分别进行问卷抽样调查,对该问题进行了实证研究。结果表明,顾客基本能够理解SERVQUAL方法五个维度的内涵及外延,但该方法在不同的文化背景下应用时,由于语言转译失真等问题,顾客难以准确把握部分维度的具体涵义,如有形性(tangibles)一词。此外,中国顾客对各维度的认知率也明显低于英国顾客。
In order to explore the rationality and adaptability of the service quality （SERVQUAL） instrument to different cultures, an empirical study was done on the basis of spot check with questionnaires in China and UK. The conclusions are ： customers can understand most of the intention and extension of the five dimensions, but under inter-cultural applica- tion circumstances, due to inappropriate translation, it is difficult for customers to get the exact meaning of some dimensions, such as the word ＂tangibles＂. Moreover, the rate of Chinese customers＇ cognition to the 5 dimensions facls far behind their British counter parts.
出处
《天津大学学报（社会科学版）》
2006年第4期250-255,共6页
Journal of Tianjin University：Social Sciences
基金
中国博士后基金资助项目(2005037536)
天津市高校人文社会科学基金资助项目(20042801).
