自2000年开始，中国通讯及信息化产业得到了蓬勃的发展。到2009年，万 物互联的浪潮席卷全球，而中国的机动车的保有量也在飞速增长。在此背景下， 中国的车联网应运而生。航通北斗物流信息技术有限公司在2014年借助交通部 推广道路监管的契机，成立了致力于车辆监管、车辆智能化、智慧交通的车联网 平台。近年来人们对车联网的应用需求越来越强烈，航通北斗车联网平台在坚持 发展车联网业务的同时，也在不断探索车联网发展的新趋势。为此，本文以航通 北斗车联网平台为研究对象，研究其在服务化的发展趋势下，如何评价服务质量， 改进服务质量，从而提升平台的核心竞争力。 本文共包括八个部分。首先，学习专家学者在车辆网和服务质量方面的理论 及研究成果，对车联网平台的服务质量建立全面的认识。其次，研究过程中基于 SERVQUAL模型的有形性、可靠性、响应性、保证性和移情性五维度框架及感 知-期望差距理论，将航通北斗车辆平台客户服务质量进行明确的量化分析。通 过量化分析能明确看到服务过程中存在的问题。分析结果表明航通北斗车联网平 台整体服务质量值低于-1，属于较差水平。且服务质量所涵盖的22个服务指标 的客户感知值均低于客户期望值。其中可靠性、保证性方面的问题较为突出，需 要作为战略重点进行改进。响应性、有形性、移情性方面的问题也需大力改进。 在明确了需要改进的优先级和方向后，对航通北斗车联网平台提出全维度的改进 措施，经过改进前后的对比，能很明显地看到改进后的预期效果。 另外，研究过程中发现车联网平台的服务具有很强的互联网服务属性，大部 分场景均为非接触式服务。虽然车联网平台的服务与传统欧亿·体育（中国）有限公司的服务有非常大的 差异，但其性能的稳定性和业务连续性同样能被客户非常明显地感知。因此对航 通北斗车联网平台服务质量改进研究不仅能解决自身服务方面的问题，也能为其 他的车联网企业在改进服务质量方面提供理论和方法的参照。 最后，服务质量的改进非一朝一夕之功，需有全局性的谋划和持续改进的方 法才能保障其落地生根。同时，更需要在实际环境中对客户服务质量及其改进策 略进行持续不断的研究和论证。 关键词：车联网平台，客户服务质量，SERVQUAL模型 MBA学位论文作者：姜海鹏航通北斗车联网平台基于SERVQUAL模型的客户服务质量改进研究 II RESEARCHONTHEIMPROVEMENTOF CUSTOMERSERVICEQUALITYFORHANGTONG BEIDOUVEHICLENETWORKPLATFORMBASEDON THESERVQUALMODEL Abstract Since2000,thecommunicationandinformation-basedindustryhasbeen developedvigorousinChina.By2009,thewaveofInternetofeverythingissweeping allovertheworld,andthenumberofmotorvehiclesisalsogrowingrapidly.Under thissituation,Chineseconnectedcarcamewithit.In2014,withtheopportunityof promotingroadsupervisionbytheMinistryoftransport,HangtongBeidouLogistics InformationTechnologyCo.,Ltd.establishedavehiclenetworkingplatformwhichis dedicatedtovehiclesupervision,vehicleintelligenceandintelligenttransportation.In recentyears,people'sdemandfortheapplicationoftheconnectedcarhasbecome moreandmoreintense.TheBeidouplatformofHangtongisadheringtodevelopthe connectedcarbusiness,meanwhile,constantlyexploringthenewtrendforthe developmentinthemarket.Therefore,theresearchobjectofthispaperistheBeidou connectedcarplatformofHangtong,andstudieshowtoevaluatetheservicequality andimprovetheservicequalityunderthedevelopmenttrendofservice,soasto enhancethecorecompetitivenessoftheplatformforHangtong. Theresearchcontentofthispaperincludeseightchapters.Firstofall,obtainthe theoryandresearchresultsofconnectedcarandservicequalityfromtheexpertsand scholars,establishingacomprehensiveunderstandingoftheservicequalityinthe connectedcarplatform.Secondly,basedonthefive-dimensionalframeworkof SERVQUALmodel,includingtangibility,reliability,responsiveness,assuranceand empathy,andthetheoryofperceptionexpectationgap.Thispapermakesaclear quantitativeanalysisonthecustomerservicequalityofHangtongBeidouvehicle platform.Throughthequantitativeanalysis,wecanclearlyfindtheproblemsinthe serviceprocess.Theresultsshowthattheservicequalityoftheplatformislowerthan -1,whichmeansit’sapoorlevel.Andthecustomerperceptionvalueof22service indicatorscoveredbyservicequalityislowerthanthevalueofcustomerexpectation. Theproblemsofreliabilityandassurancearemoreprominent,whichneedtobe improvedandmadeasastrategicpriority.Theproblemsofresponsiveness,tangibility MBA学位论文作者：姜海鹏航通北斗车联网平台基于SERVQUAL模型的客户服务质量改进研究 III andempathyalsoneedtobeimproved.Afterconfirmingthepriorityanddirectionof theimprovement,thepaperputsforwardthefull-scaleimprovementmeasuresforthe Beidouconnectedcarplatform.Afterthecomparisonoftheimprovementbetween beforeandafter,itcanclearlyseethesignificanteffect. Inaddition,duringtheresearchprocess,wefoundthattheserviceofthe connectedcarplatformhasastrongInternetserviceattribute,mostofthesituationare non-contactservices.Althoughtheserviceofconnectedcarplatformisverydifferent fromthatofthetraditionalindustry,itsperformancestabilityandbusinesscontinuity canalsobeperceivedbycustomers.Therefore,theresearchontheimprovementof theservicequalityforBeidouconnectedcarplatformofHangtongcannotonlysolve theproblemsofitsownservice,butalsoprovideareferenceforothervehicle networkingenterprisesinimprovingtheservicequality. Inconclusion,theimprovementofservicequalityisalongway.Itneedsoverall planningandcontinuousimprovementmethodstoensureitispracticable.Iwillalso keepdoingresearchanddemonstrationoncustomerservicequalityandimprovement measuresinthefuturework. Keywords:Internetofvehiclesplatform,customerservicequality,SERV QUALmodel MBA学位论文作者：姜海鹏航通北斗车联网平台基于SERVQUAL模型的客户服务质量改进研究 IV 目录 中文摘要......................................................................................................I Abstract.......................................................................................................II 第一章绪论................................................................................................1 1.1选题背景..........................................................................................................1 1.2研究目的及意义..............................................................................................3 1.2.1研究的目的...............................................................................................3 1.2.2研究的意义...............................................................................................3 1.3国内外车联网及平台研究现状......................................................................4 1.3.1国外车联网及平台研究现状...................................................................4 1.3.2国内车联网及平台研究现状...................................................................7 1.3.3研究评述.................................................................................................10 1.4研究方法与内容............................................................................................10 1.4.1研究方法.................................................................................................10 1.4.2研究的内容.............................................................................................11 1.5论文的创新点................................................................................................14 第二章、相关理论基础...........................................................................15 2.1相关概念界定................................................................................................15 2.1.1客户服务质量.........................................................................................15 2.1.2客户服务质量评价................................................................................16 2.1.3车联网平台.............................................................................................16 2.2客户服务质量相关模型................................................................................18 2.3客户服务质量评价方法................................................................................20 2.3.1SERVQUL模型期望-感知评价法.......................................................20 2.3.2层次分析法............................................................................................20 第三章航通北斗车联网平台客户服务现状.........................................23 3.1航通北斗车联网平台简介...........................................................................23 3.2航通北斗车联网