Research On The Incentive Problems And Countermeasures Of A Company

In recent years,with the rapid growth of China's economy,China's automobile industry has also made considerable progress,especially the growth of private car ownership.This growth has also brought a huge automotive repair market.While car repair companies share this huge market,their level of development is very uneven,and it is difficult to adapt to the needs of consumers at different levels.This article takes X enterprise as a research case and finds through its investigation of its current management status and service quality,the core problem of the company is the lack of effective service quality evaluation methods and means,which makes it difficult for the company to understand and grasp the customer's expectations,perceptions and service gaps,therefore,there is no corresponding improvement measures,and the overall service level is upgraded.The specific research process is: Taking the enterprise customer as the investigation object,based on the SERVQUAL service quality evaluation model and method,based on the actual situation of the enterprise,the “X Enterprise Auto Maintenance Service Quality Questionnaire” was developed and produced.The questionnaire evaluates the quality of the vehicle maintenance service from 5 dimensions and 22 test indicators.The survey is divided into two stages: pre-investigation and formal investigation,using SPSS22.0 and EXCLE software to analyze 50 and 225 valid data collected from the two surveys,respectively,verify the reliability and accuracy of the questionnaire,mastered the basic characteristics of the customer,evaluated the importance of 5 dimensions,the expected,perceived and gap values of the customer for these 5 dimensions and 22 indicators are calculated.Proof of calculation: the five dimensions of the current car maintenance service quality of the enterprise,tangibles,reliability and responsiveness are the three dimensions of the greatest gap in service quality,there are three main reasons for this: 1.Insufficient hardware service facilities,the customer's rest area is too old to meet customer needs;2.Insufficient service information and visualization;3.Customers have a greater awareness of service personnel's service awareness,problem-solving efficiency expectations and perceptions.Based on the above problems,this paper uses the “Importance-Perceived Performance” model to rank the five dimensions of priority,as followed: 1.Reliability;2.Tangibles and empathy;3.Responsiveness;4.Assurance.Finally,based on the priority of these five dimensions,combined with customer expectations and perceived gaps,the quality of the vehicle maintenance service is improved,and corresponding countermeasures and suggestions are proposed.It mainly includes strengthening corporate culture construction,regularly organizing training assessments,strengthening service supervision,improving employee welfare,optimizing service facilities and adding service visualization equipment,and establishing corporate WeChat public account.This study has a guiding role in the improvement of the service quality of enterprises,and also provides reference for the same type of enterprises.