The integrated evaluation model for administration quality based on service time Available to Purchase

Increasing the service quality in administrative areas is a critical factor facing the service industry today. This is supported by the latest version of the international quality standard ISO 9001, which emphasizes that customer satisfaction should have a complete and objective evaluation method and index. Uses the service quality defect concept in the PZB model to measure the time characteristic of service quality in processing an administrative job. At the same time, establishes the best estimates of service efficiency for each service unit and the whole department. Establishes a non‐center t distribution and a test procedure by p‐value to evaluate if the service process fits the customer‐defined service efficiency index. The result can then be used to judge the service efficiency of both individual service units and the whole department. According to the test procedures presented here, provides an objective evaluation criterion for administration and service industry.