[雙語翻譯]服務質量外文翻譯--生產力與服務質量影響服務業(yè)的因素

1、2400 英文單詞， 英文單詞，13500 英文字符，中文 英文字符，中文 4000 字文獻出處： 文獻出處：Durdyev S, Ihtiyar A, Ismail S, et al. Productivity and Service Quality: Factors Affecting in Service Industry [J]. Procedia - Social and Behavioral Sciences, 2014,

2、109(2):487-491.Productivity and Service Quality: Factors Affecting in Service IndustrySerdar Durdyev, Ali Ihtiyar, Syuhaida Ismail, Fauziah Sh. Ahmad, Nooh Abu BakarAbstractAs part of its aim, this study is going to iden

3、tify systematically the factors that can often affect productivity and perceived service quality directly or indirectly. Undertaking an in-depth literature review first identified the factors. The final analysis model wa

4、s built through a statistical analysis conducted with the chosen factors. The results of the analysis indicate that the workforce cluster (e.g. skills and experiences of the workforce) and the work management cluster (e.

5、g. communication between parties) have greater impact than the financial management cluster (e.g. reworks) and logistics (e.g. delivery on time). This research focuses on the qualitative perspective of customers on produ

6、ctivity and perceived service quality. Although the process of translating qualitative opinions into quantitative data is a matter for debate, the result of this research, when compared to other quantitative studies, can

7、 be used to establish a strategy and an action plan for managing productivity and perceived service quality. Finally, some recommendations have been provided for addressing key factors affecting productivity and perceive

8、d service quality in HIS in Turkey.Keywords: Productivity; Service Quality; Turkey; Home Improvement;1. IntroductionWithin service studies, productivity has been one of the most significant issues from an economic point

9、of view. It is easy to understand the reasons of the service productivity importance. The concept becomes a key player in the economic growth of developing economies, because of its contribution to the economy and improv

10、ement of the living standards. In addition, the productivity of services is not only important in itself, but also because services influence the productivity of other economic sectors. All these factors help services to

11、 play a key role in fulfilling the competitiveness of ambitious objectives, full employment and social cohesion and environmental sustainability in any nation. Therefore, as part of its aim, this research seeks to evalua

12、te factors affecting productivity and perceived service quality (PSQ), which is limited to the Home Improvement Sector (HIS) in Turkey. The research would provide the critical factors, which store, department and post-sa

13、le managers could focus on in order to achieve the significant improvement in the productivity and provide a high service quality. By this way, resources could be optimally disbursed addressing the few cases responsible

14、for the remarkable portion of the productivity issues.The paper starts with a literature review of defining the productivity, briefly overview the labour productivity in the services context, presents the research method

15、 adopted in the study and data analysis. Finally, after discussion of the research findings, this paper concludes with recommendations for enhancing the labour productivity level, and to improve PSQ accordingly.2. Theore

16、tical BackgroundWithin services research, productivity has been one of the most important issues from an economic point of view. The reasons for why services productivity is important are easy to understand. Developed ec

17、onomies have shown a progressive intensification of the services sector. low) to 5 (very high). Before the distribution of the questionnaire, a pilot test was performed to confirm that the questionnaires were phased appr

18、opriately. Twelve HIS professionals (store, department and post-sale managers) in Turkey were provided with softcopies of the original questionnaire, respectively. Respondents in pilot testing process were asked to comm

19、ent on the readability, accuracy and comprehensiveness of the questionnaires.The Cronbach’s alpha coefficient (α) was used to determine the questionnaire reliability, because items, which are used to form a scale (Likert

20、 scale), construction at the group level and reliability of each item at the individual level has to be evaluated. A α exceeding 0.9 indicates high reliability, α between 0.9 and 0.7 indicates an acceptable level of reli

21、ability, and α below 0.35 indicates low reliability. For the pilot test, Cronbach’s α of 0.916 was achieved, and the corrected scale consisted 27 structural survey questions representing 27 factors of productivity and PS

22、Q in Turkish HIS.For the quantitative surveys, emails were sent to the target population (customers) in the database inviting them to participate in the online survey. The survey was hosted on a web-based survey platform

23、. Several reminders were sent at monthly intervals to the potential respondents, to improve the response rate. Only 354 usable feedbacks were received by the cut-off date and this represented about 71.54% of total 495 em

24、ail invitations that have been sent.Finally, factor analysis was applied as an appropriate data analysis technique. Factor scores were gained from the defined clusters that were used as independent variables for further

25、analysis.4. FindingsThe factor analysis performed on the 27 items to measure productivity and PSQ of HIS. According to the results of factor analysis, 27 factors were reduced to five main clusters of productivity and PSQ

26、 with eigenvalues higher than 1.0. Table 1 represents the five extracted clusters, as well as the loading scores of each factor. The reliability analysis of 27 factors at the personal level resulted in a value of 0.916,

27、which verifies the reliability of the model used in this study.According to the demographic background of the study, 82.53% of participants graduated from tertiary education (university: 52.47%, postgraduate: 30.06%), i

28、n this respect, level of education of the participants’ shows the reliability of the responses of this study. On the other hand, 75.13% of total participants are above the 30 years old and 77.18% of the contributors have

29、 a regular income of at least $1100. Furthermore, the frequencies of shopping and their consuming amount in a time among the customers play a critical role for understanding, analysing and evaluating the buying process.

30、Monthly shopping frequencies of the participants shows that 58.06% of them making shopping at least six times, which is $28 per shipping.In this study, factor analysis was performed to verify that the four clusters that

31、grouped the factors were statistically significant. In Table 1, the number of clusters represents the number of groups of factors.The eigenvalue is an index that represents the explanatory power of the corresponding clus

32、ter, and is usually extracted from the number of the clusters that have a value of 1 or more. For further analysis, five clusters with the initial eigenvalues were selected, which are larger than.The explanatory power (e