On Service Quality Management

After our country's entry into the WTO, Market-economy is tending to perfection, and competition in market is also becoming fiercer and fiercer. Most enterprises are paying more attention to the technology, but the quality-an ancient subject, is still the key to achieving competition for an enterprise. Besides, with the development of society and the emergence of service economy, service competition has become the new field and main battlefield for enterprises; Service quality is growing the core of quality and turning the chief melody of service competition. On the other hand, at present in our country, the level of service quality management is low generally in enterprises, and the research could not be attached importance to in theory, furthermore, the present theoretical research remains on the beginning stage. In view of these reasons above, I focus on service quality research, trying to put forward to theoretical direction to practical operation. Meanwhile, hoping to gain breakthrough in theoretical research.The thesis mainly adopts the methods of investigation and research (on - the - spot observing, visiting, investigating by telephone and so on ) ,connected with theoretical analysis. Having gathering lots of materials about service quality home and abroad, I raise my points by analyzing , inducing and summarizing practical materials and the precedent theoretical achievements.The thesis has five parts. At the first place, I introduce the significance of the research of service quality management in theory and practice. Secondly ,I expound the main content of service quality management, such as the definition of service quality , the causes of questions to service quality , measure and control , service remedy and information system of service quality. At the same time after summarizing in theory and observing in practice, I also discuss the specific directive significance to practice in details throughout all the parts. Thirdly, I respectively elaborate the relationship between organizational structure and service quality, between technical innovation and service quality, and between interior efficiency and service quality. The fourth part is the chief originality in the thesis, I find, theoretical research about service quality management is every weak in practical fields of enterprises. After collecting materials, investigating and getting testimony, I summing up the premise of service quality management, the emphases and the key to management. Last, allowing for our national conditions, I put forward to countermeasure to practical questions from four aspects, being aimed at questions existing in practice about service quality in our country.