目录目录..................................................................................................................................................11.调查背景及目的..............................................................................................................22.调查方法..........................................................................................................................23.调查特性..........................................................................................................................33.1.调查时间..................................................................................................................33.2.问卷数量..................................................................................................................33.3.调查地点..................................................................................................................34.调查内容..........................................................................................................................34.1.客户的个人基本情况：...........................................................................................34.2.客户对以下所述相关内容的感知值与期望值差值情况......................................84.2.1.有形性.............................................................................................................84.2.2.可靠性............................................................................................................114.2.3.响应性............................................................................................................154.2.4.保证性............................................................................................................184.2.5.感染力............................................................................................................225.SERVQUAL 量表...........................................................................................................
