Study On The Service Quality Evaluation Method And Aapplication Based On The Customer’s Zone Of Tolerance

With the development of service, all of corporations put forward improving service quality no matter entities or service company, which has becoming the focus of research. Quality of service not only reflects the responsibility of enterprise but also represents the companies’ core competitiveness. Therefore, the issues of how to evaluate the quality of service are great significant to the development of enterprises.The paper starts with the analysis of services quality based on related concepts, and around on how to identify key indicators of service quality and determinate the method of the index weight, proposing a new service quality evaluation method and research. The purpose and significance of the research is as follow. Firstly, analysis and research the model and theoretical of the service quality evaluation, and identify the key indicators of general service quality evaluation, which can guide the construction of the service quality evaluation index system in different industries; Secondly, combining with the customer’s zone of tolerance, given the method of service quality evaluation which not only give the evaluation value of the service system’s service quality, but also give the service system’s service quality grade; Finally, give an examples of service quality evaluation for describing the application of the proposed method.In this paper, four aspects of research works have been completed as following:Firstly, the related concepts of quality of service are analysised and defined in this paper. First of all, the concept of service, service quality and customer’s zone of tolerance are analysised and defined. On this basis, the factors which affect service quality evaluation are detailed analysised, which include the factors of customer’s zone of tolerance and the factors of perception service and so on. It’s a basis for further identification of service quality key indicator and research of service quality evaluation。 Secondly, the key indicators of general service quality evaluation are identified. First of all, through the analysis of existing literatures, we can obtain the list of service quality indicators. Secondly, the values of the indicators importance are given through the experts. Finally, the key indicators of general service quality are obtained by means of statistical calculations and analysis, which laid a theoretical foundation for the research of service quality evaluation method.Thirdly, with the regard to the interval number of customer’s expectation, a method considering customer’s zone of tolerance is proposed. The description of the service quality evaluation problem and the research frame of this problem are given firstly. Then, the customer’s evaluation values are collected by the method of questionnaire. Next, the evaluation matrixes are constructed, and the value are collected by the weighted average method. Finally, the score scale transformation method is proposed, which obtain the service quality grade of service system.Fourthly, the application research of the method proposed in this thesis in the X auto4S shop is given. Through the example of the X auto4S shop service quality evaluation, the practicability and reasonability of the method are verified.By the end of this paper, the main research results and conclusions, the major contribution and limitations as well as the requiring work for further research are summarized.