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

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 influence and exceed customer expectation；(4)to promote the image ol’ HCRD[；(5)to conduct service recovery．This article has given HCRDI a basic frame of the service quality management Key words：HCRDI Customer-perceived Service quality Gap  中罔科学技术人学MBA学位沱义 合肥水泥州f究砹计院服务质量现状l，改进对策t,JDl： 引 言 住激烈市场竞争中，顺客有了更多选择，企业住赢得订单、建立与顾客哎!|JJ火系中， 提供给顾客的服务质量起着较为重要作川，是顺弃购灭决策中的决定冈索之 。很多企业 已开始意识到提高顾客感知服务质量在赢得顾客满意与忠诚、获取持久竞争优辨上的重要 意义，并把提高服务质鼙视为保持日前顾辑和吸引术米顾弈的重要竞争手段。有些企业已 住服务质域方面作了较多投资，升使得它到在众多luJ类企业的竞争中???颖而出。 台肥水泥研究设计院改