[雙語翻譯]服務(wù)質(zhì)量外文翻譯--基于顧客滿意度的服務(wù)質(zhì)量測評

1、2250 英文單詞， 英文單詞，12000 英文字符，中文 英文字符，中文 3450 字文獻出處： 文獻出處：Klementova J, Zavadsky J, Zavadska Z. The Measurement and Evaluation of the Service Quality through Customers ‘Satisfaction [J]. Procedia Economics their education,

2、 expertise, experience, willingness, disembarking culture, communication and the ability of an individual approach to the customer. The atmosphere and the customer satisfaction is completed by the quality of the exterior

3、 and interior, not only material and technical equipment, but also the cleanliness of the premises, amount of greenery, lighting, quality of information technology and information fond (Klementova and Satanova, 2013). Th

4、e basic reason for the evaluation of the customer satisfaction through satisfying the requirements is to obtain information that will allow management to carry out the right decision to maximize customer satisfaction, an

5、d thereby keep him. Performing a thorough evaluation of the customer satisfaction and followed by the internal communication of research results to all the employees is very important for further increasing of the custom

6、er satisfaction (Satanova and Sedlia?ikova, 2014).2. Methods and ResourcesToday the monitoring of the customer satisfaction belongs among the activities of the of the service, which is always unique. For example, the sc

7、ope of the library's collection, which is rated by the lowest average value, variance is 0.94, which is quite high.At the characters with the lowest standard deviation (0.70 qualification of the staff, 0.71 length o

8、f loan) answers are concentrated around the major diameter, thus customer reviews are largely consistent. It is at these characters the values of the average evaluation include the highest ones.To the highest rated feat

9、ure of services that relate directly to human resources, the staff qualifications include the value of 4.05 and helpful of the staff with a value of 4.24 out of 5, what is the highest rating of all the criteria assessed.

10、 Based on these results, we can conclude that the human resources of the studied organizations, by their approach increases the overall assessment of a feeling of the customer satisfaction in the process of providing the

11、 service.Table 1. Evaluation of the performance of the organization - the statistical resultsEvaluation of performance servicesAverageperformance WeightStandard deviationMedian Max Min1. Opening hours 4.00 0.10 0.96 4 5

12、 12. Speed of service 3.62 0.09 0.94 4 5 23. Length of loan 4.08 0.10 0.71 4 5 24. Scope of the library's collection 3.08 0.08 0.94 3 5 15. Number of study places 3.43 0.09 0.97 4 5 16. Number of places for searching

13、 information 4.07 0.10 1.01 3 5 17. Availability of literature in study rooms 3.30 0.08 1.06 4 5 18. Qualification of staff 4.05 0.10 0.70 4 5 39. Willingness of staff 4.24 0.11 0.79 4 5 210. Equipment of interior, envir

14、onment in study rooms 3.65 0.09 0.88 4 5 111. Prices of services 3.76 0.09 0.82 4 5 2Overall evaluation of the quality of service 3.75 ∑ = 13.2 The evaluation of questionnaire by the correlation analysisIn the next part

15、of the questionnaire assessment in the statistical analysis, we compiled a correlation matrix, where the number of columns and rows in the correlation matrix represent the individual questions in the questionnaire. By th

16、e correlation analysis, we found that the values of variables mutually correlate, respectively do not correlate, thus the more value closes to ± 1.00; the close of the correlation is higher.Table 2. Correlation coef

17、ficientsQuestions 1 2 3 4 5 6 7 8 9 10 111 1,002 0,39 1,003 0,56 0,30 1,004 0,49 0,41 0,31 1,005 0,32 0,02 0,22 0,41 1,006 0,41 0,37 0,11 0,55 0,48 1,007 0,32 0,35 - 0,14 0,55 0,15 0,62 1,008 0,22 0,19 0,26 0,33 0,32 0,5