Research On Service Quality Evaluation Of Engineering Consulting Industry

As China's economic restructuring,investment in fixed assets increased policy rate has decelerated and other factors,our engineering consulting industry will face important opportunities while facing more severe tests.At the same time,the client perception of service quality awareness is growing,demand for quality services are constantly improving.How to evaluate the quality of engineering consulting services has practical significance for the development of China's engineering consulting industry.Firstly,the research results of domestic and foreign scholars on service quality evaluation,engineering consulting service quality evaluation and customer satisfaction are analyzed,the relationship between customer satisfaction and service quality evaluation is found,and the applicability of Kano Model in engineering consulting service quality evaluation is determined as well as the improvement of client satisfaction.Next,based on the SERVQUAL scale,combined with the research results of relevant literature,the opinions of experts and scholars,and the analysis of the nature,characteristics and service quality problems of the engineering consulting industry,a service quality evaluation index system of the engineering consulting industry,which includes 23 evaluation indexes in three dimensions of enterprise image quality,service process quality and empathy,is finally constructed.Then use Kano model to classify the client's demand attribute of the evaluation index.In view of the limitations of the traditional Kano Model in the practical application process,use entropy method and expert scoring method to improve the traditional Kano model's index classification method,and then determine the priority of the same attribute index through the relative gap and method.In the end,some commissioners from 12 engineering consulting companies in T city that cooperated in 2018 were selected as survey objects to verify the applicability of the established engineering consulting industry service quality evaluation index system.Based on the evaluation results and the goal of increasing the satisfaction of the client,suggestions are made for improving the service quality of the engineering consulting industry in T city.Figure 8;Table 18;Reference 57...