麻烦帮我翻译一下，急急急！！

来源：百度知道 编辑：UC知道 时间：2024/06/03 07:22:57
The SERVQUAL model
When developing SERVQUAL, Parasuraman et al. (1985) proposed that
the consumer’s opinion of quality was formed by an internal comparison
of performance with expectations. Through in-depth interviews and
focus group discussion with firms in four different service industries, they
identified ten determinants of service quality: access, communication,
competence, courtesy, credibility, reliability, responsiveness, security,
tangibles and customer knowledge. Parasuraman et al. (1988) reduced
these ten determinants to five dimensions using factor analyses. The five
dimensions (Table 1) are tangibles, reliability, responsiveness, assurance
and empathy. That led to the development of the 22-item SERVQUAL
instrument for measuring service quality.
The SERVQUAL instrument has been tested for its validity and reliability
(Bolton & Drew 1991; Babakus & Boller 1992; Cronin & Taylor 1992)
and applied to differen

Table 2 The five dimensions of the RSQS model
表2： RSQS模型的5个面
1. Physical aspect (six items)
表面外形 （六个项）
• The store has modern-looking equipment and fixtures
这店有现在化样子的设备和装饰。

• The store layout at this store makes it easy for customers to find what they need
这家店的摆设和设计可以让顾客更容易找到他们所需要的。
2. Reliability (five items)
可信性 （5项）
• When this store promises to do something by a certain time, it will do so
当这家店保证在一定的时间做什么事的时候，它会做到
• This store insists on error-free sales transactions and records
这家店坚持在销售交易过程和记录方面要保证没有错误。
3. Personal interaction (nine items)
人对人的交流 （九项）
• Employees in this store have the knowledge to answer customers’ questions
这家店的店员应该具备足够的知识去回答顾客的问题。
• Employees of this store treat customers courteously on the telephone
在接电话的时候，店员应该有礼貌的对待顾客。

4. Problem solving (three items)
问题的解决（三项）

• This store willingly hand