Research On The Improvement Strategy Of Perceived Service Quality Based On The Xin Yuan Maintenance Branch

Customer perceived service quality has been proposed by Gronroos since the early 80 s of the 20 th century that has become an important topic that national scholars discuss with.Customer satisfaction is the key point of the service marketing management,and customer satisfaction is the premise that enterprises can provide customers with a good sense of quality of service.In China,most of the service industry has also began to conduct a survey on the quality of perceived service and research.Because of the monopoly properties of the state-owned enterprises,they pay fewer attention on the promotion of the customer perceived service quality.The main object of this paper is to analyze the influencing factors of "technical quality" and "functional quality" during the service process of the maintenance company in the power industry.Based on the method of SERVQUAL,the questionnaires were used to analyze the problems qualitatively that affect customer service quality,then the method of improving customer perceived service quality was put forward according to the current actual situation of power maintenance company.In this paper,the basic conclusions of the study is as following: there is some problem with power maintenance company in the service delivery process and communication with customers,the methods to solve it is that to improve the staff perceived quality and satisfaction of the power maintenance employees.In addition,to strengthen the contact and communication with the power station,the power maintenance company can improve its customer perceived service quality from the both sides.