Analysis Of Existing Problems And Improvement Program Of Gas Stations Service Standardization In CNPC Liaoning Marketing Branch

Along with economic development and level-up of people’s livelihood,residents pay more attentions to the service happening in consumer activity.The service has already been the key factor for the survival and development of the service enterprises.Service standardization is an effective measure to improve the quality of service.Service standardization requires standard service process,standard service method and targeted quality of service.The establishment of service standardization can improve the core competitiveness of enterprises.Service standardization has been fairly applied in international and domestic service industry.By contrast,Gas stations,as the retail terminals of CNPC,are a little defective in establishment and implementation of service standardization.Therefore it is necessary to study application of service standardization in gas stations.In this paper,gas stations of CNPC Liaoning marketing branch is the object in the research,and using the theory of service management and service standardization to be the research foundation.On base of this,existing problems of service standardization are analyzed.This paper mainly analyzes the incongruous steps in service process and the defects in service language,action,attitudes in use.According to the result in research,the improvement program has been proposed.In the improvement program,overall goals and basic principle have been set,and the main points and frame has been given in service process standardization and providing service standardization,with the new flow chart in service process and taboo language in the gas stations.In the supporting measure,training plan,supervision and assessment method are also suggested.By implementation,customer satisfaction and service quality will be further improved in the gas stations.For no matter market competitions or CNPC brand image,the improvement of service standardization in gas stations is a great significance,and analysis of existing problems and its improvement is an important measure for that.In addition,gas station service standardization management will be the reference in scientific management of gas stations in the future.