In foreign studies on the establish

In foreign studies on the establishment of evaluation factors of service quality, Gronroos [8] mentioned above pointed out that service quality consists of technical quality and functional quality. Technical quality refers to the quality of results after service, which is results-oriented, and customers can clearly judge its advantages and disadvantages. And functional quality refers to the customer and service personnel perceived quality in the process of interaction, is a process as the guidance, the customer is difficult to accurately describe the quality of high and low, the entire model by comparing the difference between the actual feelings and expectations to assess the quality of service reliability Reliability is reliably and accurately fulfill service commitments. Reliable service behavior is what customers expect. It means that the service is completed in the same way and on time without error. In fact, reliability requires enterprises to avoid errors in the service process, because the secondary errors bring enterprises not only direct economic losses, but also may mean the loss of a lot of potential customers