基于顾客满意度的快速电梯顾客服务质量研究

发布时间：2018-01-15 01:11

本文关键词：基于顾客满意度的快速电梯顾客服务质量研究　出处：《电子科技大学》2013年硕士论文　论文类型：学位论文

【摘要】：一个地区随着经济的发展，其制造业与服务业的比重也发生着变化，一般来说，经济越发达，对服务的依赖程度也就越大；而对于制造企业来说，激烈的市场竞争、同质化的技术水平、透明的销售价格、上升的企业成本，使其不得不寻找自己的特有的竞争优势，那就是服务，是差异化的服务。电梯制造企业亦是如此，通过波特五力分析模型，我们发现电梯制造企业现有的竞争相当激烈，几个大品牌电梯制造商占据着中国的一线城市市场，中小品牌制造商在二三线城市拼命厮杀；供应商的议价能力也在加强，中小品牌电梯制造商对于其重要供应商来说，根本没有议价能力；购买者现在变得越来越挑剔，对产品的个性化要求增强，对制造企业的非标要求越来越高，尤其是从2011年中国发生了几起电梯事故后，引起了人们对电梯安全的关注，招标者提高了招标门槛，如注册资金要2亿元，产品需要有能效证明等等，对电梯企业带来了更多的挑战；新进入的竞争者，像升降机制造之乡-苏州望亭，随着升降机市场的萎缩，已经有部分的升降机企业开始转型，，增加电梯制造资质，开始生产电梯。可见，电梯制造企业面临着巨大的压力，提高服务质量，为顾客创造价值势在必行。本文研究的目的就是要通过对快速电梯的外部顾客满意度研究来了解目前快速电梯的外部客户服务质量水平，并运用UTC特有的ACE工具来分析影响顾客满意的因素并提出改善建议方案。本文的研究方法是先对目前客户服务质量相关的理论进行概述，包括服务、质量、服务质量、服务补救及顾客满意度，然后对UTC公司特有的ACE进行概述，后将SERVQUAL模型融入到快速电梯的安装、维修保养及投诉处理的顾客满意度调查表中，然后对满意度调查反馈进行数据收集、分析，接着选用ACE工具对其问题进行因果分析，并提出了适宜的改善建议。本文通过对实例的顾客满意度的研究，力求说明ACE工具可以应用在服务质量研究领域，尤其在分析及改善方面是显著的、卓有成效的。
[Abstract]:With the development of economy, the proportion of manufacturing industry and service industry changes. Generally speaking, the more developed the economy, the greater the degree of dependence on service. For manufacturing enterprises, the fierce market competition, homogeneous technology level, transparent sales price, rising enterprise costs, make them have to find their own unique competitive advantage, that is, services. Elevator manufacturing enterprises are the same. Through Porter's five-force analysis model, we find that the existing elevator manufacturing enterprises are very competitive. Several large brand elevator manufacturers occupy China's first-tier city market, small and medium-sized brand manufacturers in the second and third tier cities desperately fight; The bargaining power of suppliers is also strengthened, small and medium-sized brand elevator manufacturers for its important suppliers, there is no bargaining power; Buyers are becoming increasingly picky, more individualized and more demanding for non-standard manufacturers, especially after several elevator accidents in China in 2011. It has aroused people's concern to elevator safety, and the tenderer has raised the threshold of bidding, such as 200 million yuan of registered funds, and the need for energy efficiency certification of products, which has brought more challenges to elevator enterprises; New competitors, such as the hometown of elevator manufacturing-Suzhou Wangting, with the decline of the lift market, some lift enterprises have begun to transform, increase the quality of elevator manufacturing, began to produce elevators. Elevator manufacturing enterprises are faced with great pressure. It is imperative to improve service quality and create value for customers. The purpose of this paper is to understand the external customer service quality level of the rapid elevator through the research on the external customer satisfaction of the rapid elevator. Using the ACE tool of UTC to analyze the factors affecting customer satisfaction and put forward suggestions for improvement. The research method of this paper is to summarize the current theory of customer service quality, including service, quality, service quality, service remedy and customer satisfaction. Then the specific ACE of UTC is summarized, and then the SERVQUAL model is integrated into the customer satisfaction questionnaire of the installation, maintenance and complaint handling of the fast elevator. Then, the feedback of satisfaction survey is collected and analyzed, and then the causality analysis of the problem is carried out by using ACE tool, and the appropriate suggestions for improvement are put forward. Through the research on customer satisfaction of an example, this paper tries to show that ACE tool can be applied in the field of service quality research, especially in the analysis and improvement is remarkable and fruitful.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F426.4

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