The Study On Customer Perceived Value Based On The Enterprises' Service Quality

With the concept of change and development in people's consuming, service quality to the importance of people become increasingly prominent. On this basis, the Customer perceived value is also increasingly valued by consumers. Therefore, enterprises should continue to improve services quality to improve the Customer Perceived Value and gain competitive advantage. So, it is very important to study the Customer perceived value based on the service quality. Customer perceived value is a subjective judgment of consumers to the service quality, so we use the Service Quality model to quantify the quality of service and customer perceived value with Customer Perceived Value model for quantitative analysis. This can help enterprises make scientific and available decisions.First, this paper summarized the domestic and abroad research status of the theories of Customer perceived value, including the content, drivers and features, an given the content related to service quality, which in order to lay the theoretical foundation for this research.Secondly, the analysis of customer perception of service quality psychological, on this basis, clarify, analyze the quality of service and the relationship between perceived value, and further analysis of the model and lay the foundation.Again, use the service quality model to analyze enterprise service quality indicators, and build the model of customer perceived value based on it. Then through the Customer Perceived Value model to classify quality of service indicators, we can derive the attributes of customer perceived value. On these basics, we make the qualitative and quantitative analysis to customer perceived value, in order to enable enterprises to define their quality of service is good or bad, and in the end bring much to the perceived value of customers for them to make available data support further action.Finally, we selected the Qinhuangdao Hailedi KTV as the object of empirical analysis, conducted a questionnaire survey to Hailedi KTV, and then use the Customer Perceived Value model based on quality of service to the case. Thus, we can calculate the KTV's services quality and perceived value, on this basis, countermeasures for the inadequacy of KTV are proposed.