JOURNAL OF BEIJING UNIVERSITY OF AERONAUTICS AND A ›› 2010, Vol. 23 ›› Issue (4): 76-78.

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The Study of Application of SERVQUAL and SERVPERF in the Evaluation of Quality of CPS Enterprises Customer Service

AI Xiao-song, SUN Hong, SUN Xi-guo   

  1. School of Economics amd Management, Beijing University of Aeronautics and Astronautics, Beijing 100191,China
  • Received:2009-04-24 Online:2010-08-20 Published:2010-10-14

Abstract:

With the development of society, GPS skill has gained much success in recent years. It also has a bright future in national economy. The key question of our application of GPS is the non-coodination of the industry development and related service development. This paper sumerizes the progress of customer service quality of GPS enterprises, and constructed a system of index of GPS enterprises customer service quality that adapts to our country. It also applied two methods to evaluate the quality of specified enterprises.

Key words: GPS, evaluation of service quality, SERVQUAL and SERVPERF model

CLC Number: