| Since twenty-first century,with the improvement of science technology,business management and ever-changing customer demand.Quality of customer service has taken the priority in the business competition over product and price.The world has entered the era of service economy,leaving the era of product economy in the past.People are paying more and more attention to the quality of customer service,the research on service quality management has also become an important research field of management.Since 2015,China's economic development has entered the "new normal".The economic growth rate has slowed down,the economic structure has been constantly optimized,and the production power has shifted from factor driving to the development of the third industry,which makes the total amount and development level of China's service sector continuously improve.However,there are still huge gaps between Chinese enterprises and their foreign counterparts.This paper starts with the concepts of service quality management and its basic theories,through the research and analysis of a special service enterprise.Suzhou S Motor vehicle Inspection Service Company,is investigated and analyzed with the five dimensions of service quality and service gap analysis model from the principle of service quality perception,as well as questionnaire survey.After comprehensive inspection,it is found that the service quality management of S Company fails in queue efficiency,service quality management system and scalper problem.Through the research,this paper proposes strengthening the queue service management,establishing a comprehensive service quality management system and developing "one-stop" service to optimize the service quality management of S Company,and improve its service quality,and also provides a benchmark for the service quality management of Suzhou motor vehicle testing industry,as well as a new theoretical ideas for the service quality management of Chinese service enterprises. |
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