SERVQUAL is a kind of method to estimate service quality, and its core is to judge the service quality with customers' expectation and perception about service.
SERVQUAL是一种用来测度服务质量的特定技术和方法，其核心是利用来自顾客对服务的期望和感知信息来判断服务质量。
Service quality evaluation has always been a difficult problem of service quality management, most researchers accept the SERVQUAL evaluation method right now.
服务质量评价一直是服务质量管理的一个难题，目前大多数学者都接受的评价方法是SERVQUAL评价方法。
ME_ THODS: SERVQUAL service quality evaluation method was adopted.
方法：运用SERVQUAL服务质量评价方法。
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