RS通信技术（中国）公司售后服务质量研究

发布时间：2018-07-09 13:55

本文选题：无线通信 + 售后服务　；参考：《北方工业大学》2017年硕士论文

【摘要】：售后服务不但是提升品牌形象,持续改进顾客消费体验,维护企业客户满意度和忠诚度的重要举措,更是企业在市场竞争中取得决定性胜出的关键因素之一。面对日益激烈的市场竞争,企业不仅要提供质优价低的产品,更要提供完善可靠的售后服务。售后服务已经成为了一个企业赢得客户占领市场的重要手段。本文研究对象是RS通讯技术(中国)公司,该企业是无线通讯市场的测试测量设备提供商。随着我国通信技术和市场的长足发展,RS公司在中国通信市场份额取得到了快速提高。本文从RS(中国)公司提高客户满意度和忠诚度的实际需要出发,首先归纳和总结了国内外关于服务质量和售后服务的相关理论,重点以服务质量差距模型和SERVQUAL量表模型为基础,采用文献研究法,访谈法等方法,设计和总结出针对RS(中国)公司的售后服务质量评价体系,并通过问卷调查法和层次分析法对该公司的售后服务质量状况做出评价,最终得出RS(中国)公司的售后服务质量未能达到客户期望水平,售后服务质量有待提高的结论。其中"可靠性"指标得分最低,得分由低到高依次为:可靠性、经济性、移情性、响应性、保证性、有形性。并且最终依据评价结果对该公司的售后服务质量改进提出了统筹资源管理、员工多技能培训、业务流程改进等相关建议。本文归纳总结的服务质量评价体系,由6个一级指标和20个二级指标构成。对提升RS(中国)公司售后服务质量,具有一定的指导意义。同时该测量指标体系也可以适用于类似企业,对相关企业提升服务质量有一定借鉴意义。
[Abstract]:After-sales service is not only an important measure to improve brand image, continuously improve customer consumption experience, maintain customer satisfaction and loyalty, but also one of the key factors for enterprises to win a decisive victory in market competition. In the face of increasingly fierce market competition, enterprises should not only provide high quality and low price products, but also provide perfect and reliable after-sales service. After-sales service has become an important means for an enterprise to win the market. The research object of this paper is RS Communication Technology (China), which is the provider of testing and measuring equipment in wireless communication market. With the rapid development of communication technology and market in China, RS company has achieved a rapid increase in market share in China. Starting from the actual needs of RS (China) Company to improve customer satisfaction and loyalty, this paper first summarizes the relevant theories about service quality and after-sales service at home and abroad, focusing on the service quality gap model and SERVQUAL model. By using the methods of literature research and interview, this paper designs and summarizes the evaluation system of after-sales service quality of RS (China) Company, and evaluates the quality of after-sales service of RS Company by questionnaire survey and AHP. The final conclusion is that the quality of after-sale service of RS (China) company is not up to customer expectation, and the quality of after-sale service needs to be improved. The index of "reliability" has the lowest score, and the order of score from low to high is: reliability, economy, empathy, responsiveness, assurance and materiality. Finally, according to the evaluation results, the author puts forward some suggestions on the improvement of after-sales service quality, such as overall resource management, multi-skill training, business process improvement and so on. The service quality evaluation system is composed of 6 primary indexes and 20 secondary indexes. To improve the quality of RS (China) after-sales service, has a certain guiding significance. At the same time, the measurement index system can also be applied to similar enterprises, which has certain reference significance for related enterprises to improve service quality.
【学位授予单位】：北方工业大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F416.6;F274

【参考文献】