Research On Quality Evaluation And Enhancing Strategies Of After-sales Service Of KraussMaffei Company

Machine building industry is the base to industrialized country,it's very important to the national economy as well.With the quickly upgrade of information and technology in recent years,the development tendency of mechanical equipment is towards to the direction of homogenization.The market is going down and increasingly intense,the competition is set aside of product differentiation instead by after-service satisfaction.Along with the hard of world economic,after-sales service is becoming one of vital factor in customer's evaluation.Base on this complex environments,after-sales service strategy has become the key aspect of striving for customer resources and competitive advantage in market competition.Focus on the customer service of Kraussmaffei company,this paper compensate the limitations of the basis of the SERVQUAL theory which is the most commonly used for after-sales market,design questionnaires for the evaluation of after-service quality based on the characteristics of the company.First of all,this paper makes a shortly introduction of the evaluation theory of after-sales service quality,and concentrate the core point for provide theoretical support to the later evaluation methods of after-sales service quality.After that list up the characteristics and the key influence factors of the customer service of Kraussmaffei,on this basis,a revised after-sales service evaluation system of Kraussmaffei Company is proposed.The revised system is adjust and improve the five service attributes which are tan gibility,assurance,reliability,responsibility and empathy,and two new attributes which are remedy and information system will be applied as well to the measuring method.In the past the two new attributes of service quality evaluation already applied to other service quality evaluation systems.This paper is about to pursuit its significance further for complement the SERVQUAL model.Secondly,the data sources are from designed questionnaires,combined with author's 10 years working experience in the industry and three years management theory knowledge learning,to expand the SERVQUAL theory.And use IPA related theory to evaluate the overall quality of after-sales service.Finally,based on above evaluation content to make improvement proposal to the company.This research is based on the problems existing in the after-sales service of Kraussmaffei company,and according on the SERVQUAL model and the actual characteristics of the company to design a unique measurement scale only for the company and its theoretic importance is high,also has a reference significance to the relevant companies' evaluation system of after-sales service.