Evaluation And Improvement Of Service Quality Of Lanzhou New Area Specialty New Co.,Ltd.

Fine chemical industry is an important part of chemical industry and plays a very important role in national economic development.Lanzhou New Area is China’s fifth,but first in the Northwest national level New Area.It makes an economic center of the Northwest,the base for China’s development in industry,and the strategic platform for opening up to the West.It is also a demonstrative model area for industrial relocation.It is an inevitable choice for Lanzhou New Area Specialty New Co.,Ltd.to build a specialized,special and new fine chemical new material production and research and development base in Lanzhou New Area,which is to promote the technological progress of fine chemical industry in less developed areas in western China,drive the rapid industrialization of Lanzhou New Area and promote the rapid economic development of Gansu Province.This paper takes Lanzhou New Area Specialty New Co.,Ltd.as the research object,and based on the theories of service quality and perceived service quality focusing on the practical problems of service quality improvement management takes study.Firstly,according to the practice of the service quality management,this paper conducts research using the typical model of SERVPERF service quality evaluation at home and abroad,combined with the methods of questionnaire investigation,in-depth interview,literature analysis,etc.According to the characteristics of the enterprise and the requirements of Management Practice,and based on the scientific and practical principles,a set evaluation system of service quality including 5 dimensions and 24 indexes was designed.Secondly,the survey was collected by on-line and off-line methods and adopting the analytic hierarchy process（AHP）and fuzzy comprehensive evaluation method to evaluate the service quality.The score of analysis research demonstrates that the overall evaluation results of the service quality of Lanzhou New Area Specialty New Co.,Ltd.are between relatively satisfactory and satisfactory.And the tangible,reliability and assurance are highly evaluated,however,the scores of responsiveness and empathy are lower than the overall quality of service.Finally,based on the evaluation results and in-depth interviews,from the aspects of innovating service concept,perfecting management system,establishing efficient communication,strengthening safety production management,enhancing training management,promoting professional service,perfecting public auxiliary facilities and strengthening life service,some countermeasures for improving the service quality of Lanzhou New Area Specialty New Co.,Ltd.were proposed.It has certain value and significance to the development of theory and promotion of the service quality management and practice of the small and micro fine chemical enterprises.