新源检修公司感知服务质量提升策略研究

发布时间：2018-01-26 08:22

本文关键词： 电力检修感知服务质量功能质量技术质量　出处：《首都经济贸易大学》2017年硕士论文　论文类型：学位论文

【摘要】：顾客感知服务质量自20世纪80年代初由格罗鲁斯提出以来就成为了各国学者研究讨论的重要话题。服务营销管理的重要核心就是追求顾客满意,而令顾客满意的前提就是企业能够为顾客提供良好的感知服务质量。在我国,大多数服务业也已经开始进行有关感知服务质量的调查与研究。但对于具有垄断的性质的国有企业来说,就缺少了对于此方面的重视与提升。本文研究的对象是电力行业中的新源控股有限公司检修分公司,主要针对检修公司在服务过程中存在的对于“技术质量”与“功能质量”的影响因素进行分析。参考SERVQUAL量表的方法,利用调查问卷与现场访问的方式对影响检修公司顾客感知服务质量的问题进行定性的归纳与探讨,并且根据检修公司的目前实际状况提出能够提升其顾客感知服务质量的方法与建议。本文研究得到的基本结论:检修公司目前的问题主要在服务的传递过程中以及与顾客的沟通交流环节中存在问题,解决的方法与建议是提升检修公司员工内部感知服务质量和员工满意度,另外就是加强与电站的沟通与对接,从这两面进行改善来提升检修公司的顾客感知服务质量。
[Abstract]:Customer perceived service quality since the beginning of 1980s by Gronroos proposed has become an important topic of discussion of scholars all over the world. The core of service marketing management is the pursuit of customer satisfaction, and customer satisfaction is the premise of enterprises to provide good customer perceived service quality. In China, most of the service industry has also begun an investigation with the research on the perceived service quality. But for the nature of monopoly of state-owned enterprises, the lack of attention and promotion for this field. The research object of the paper is Xinyuan Holdings Limited maintenance in the electric power industry branch, was for "quality" and "quality" of the main factors for maintenance companies in the service process are analyzed. The method of reference SERVQUAL scale, using questionnaire and the effects of site visits A qualitative summary of customer perceived service quality of the maintenance company and discussed, and according to the actual situation of maintenance methods and suggestions to improve their customer service quality. The basic conclusions of this paper are: maintenance company's current problem main problems existing in the communication link in the process of service delivery and customer in the solution and suggestion is to enhance the maintenance company employee perceived service quality and employee satisfaction, and the other is to strengthen communication and docking station, improvement on both sides to enhance customer perceived service quality maintenance company.

【学位授予单位】：首都经济贸易大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F426.61

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