Research On The Influence Of Service Quality On Customer Satisfaction In Multinational Shared Service Center

Since China's accession to the World Trade Organization(WTO),foreign investment has dropped into Shanghai.Multinational companies have sprung up in Shanghai to set up Asia Pacific Group headquarters and shared service centers.Shared Service Center as a new business form of management,customer service and continuous improvement as its core concept,has become a fashion trend in the process of economy,we should to dig the service characteristics and practical utility,study the influence factors of customer satisfaction.According to the related concept,combing the theory of clear theory aiming at sharing service center service quality and customer satisfaction are being raised,and the theoretical basis for the research,constructs the theoretical model of sharing satisfaction between service quality and customer service center.In the model,the service quality as independent variables,customer satisfaction as dependent variables;the customer participation variable is used as the intermediate variables,and the enterprise scale is the moderator variables.Refining the service quality of shared service centers:technology,reliability,functionality,responsiveness and innovation.According to the results of the interview and the construction scale,design the research questionnaire,and preliminary testing of the questionnaire,using SPSS21.0 statistics,statistical analysis of sample data was been carried out by descriptive statistical analysis,difference analysis,correlation analysis and regression analysis.The influence of different variables on customer satisfaction of shared service center was been analyzed.Through empirical analysis and test,summed up the basic conclusion of the article:First,the shared service center service quality of technology,functionality,reliability,responsiveness and innovation has a positive impact on customer satisfaction;second,customer participation have mediating effects on the sharing of service quality and customer service center satisfaction;third,regulation of the scale of enterprises on the sharing of the quality of service and customer service center to participate in production.At the same time,enterprise scale is different,the quality of service for customers to participate in significant differences:the small enterprise scale,technology,reliability and responsiveness have influence on customer emotion participation;enterprise scale,service quality,technical reliability,functionality and responsiveness has an impact on customer emotion and behavior in large scale enterprises;next,reliability and responsiveness has an impact on customer emotional participation.Based on the research results,the author puts forward the pertinent management suggestions:focus on customer service quality,the development of technical excellence center,drive innovation and multi-functional services;to enhance customer participation to enhance customer satisfaction;for different enterprises to provide differentiated services to enhance the value of multinational corporations.