合肥水泥研究设计院服务质量现状与改进对策研究-工商管理(MBA)专业论文.docxVIP

Y 562511 内容摘要 随着水泥I科与技术服务市场的觉争JJIl 0、水泥l‘业技术的发展成熟和顾客对服务质 量要求的逐步升级，服务质茸成了企业形成党争优势的m要手段。根据合肥水泥研究设计 院当前的状况．企业改善利提升服务质鼙坍在必行。 顾客感知的服务质鼙包拒技术质量和功能质封鹏个部分：顺弃对服务质量的评价土婴 基丁五个维度指标，有形性、uJ靠性、响应性、安全性和移情性：顾客感知服务质茸的水 平山顾客的服势预期与实际服务体验Z问的斧距诀定，引起顺客感圭u荐{}!巨的直接原㈧赴服 务系统中的四个供席商筹距，改进午¨提升服务质蛙必须全面缩小和弥合所有蓐距。为了全 血提_爿合肥水泥例f究设iI院的服务质醋．本文fj先从x寸心{客的服务预划与企业fIJN务农毗 的调A入手，对产生服务质姑问题的直接燎闪进行了具体地分忻：然扁往此基础L，返川 相关理论，提山了引入顾客导向的服务系统与服务标准、强化内部营销、影响和超越顾崭 期望、提升企业形象利及时进行服务补救等改进对策建议。通过本文研究。合肥水混研究 设计院的服务质姑管理有了一个摹本框架。 主题词：合肥水泥研究设计院顾客感知服务质量差距  Abstract With the intensified competition in the market of cefnent engineering and technology，the ripeness of cement technology and tile plomotioll of customer’S l_equilement for service quality． service quality has become the most important weapon for an enterprise to gain competition superiority．According to the current situation of HCRDI(Hefei Cement Research＆Design Institute)，it necessary for HCRDI to improve and promote its service quality． The customer-perceived se rvice quality consists of both technical quality and functional quality．The measurement of service quality is based on five dimensions，j．e．tangibles， reliability，responsiveness，assurances and empathy．Service quality is the gap between the expected level of service and customer perceptions of the level received The direct reason of the custome r gap is the four suppler gaps of service system The way to improve service quality is just to narrow and close all these gaps In orde to promote HCRDI’s service quality，after made an investigation on tile service quality which customer expected and received，this article has analyzed the direct reasons ofthese service qualities matters．On the base ofthese analyses， with tile use of some relational theories，this article then has studied the approaches to improve and promote the customer—perceived service quality of HCRDI from following aspects：(】)to introduce customer—oriented service system and customer—defined standard；(2)to strengthen internal marketing；(3)to influe