Research On Service Quality Improvement Strategy Of X Company

With the acceleration of the global informatization process,the degree of informatization in all sectors of our society is increasing.The informatization of education currently presents opportunities of historical proportions.The speed of the reform of educational modernization is placing higher requirements for the educational information service industry,as well as provides a broader development space for it.China’s educational information market is becoming more and more open,leading to the emergence of education information service enterprises.Under these circumstances,the level of service quality management has become a most concerning challenge in the implementation,operation and maintenance of information services.X company has been expanding its business coverage since its establishment three years prior to this study.X company has contributed to poor management of service quality at the expense of customer satisfaction.This led to a gap between customer expectations and the services provided by X company.In order to explore the causes of the gap,analyze the reasons for it,and find solutions to improve the service quality,this paper systematically combs the relevant literature of service quality evaluation,customer perception service gap,and service quality improvement at home and abroad,and uses in-depth interviews and questionnaires to obtain the first-hand information about the current situation of service quality management of X company,and analyze it.Specifically,through the questionnaire and interview research on customers and internal employees,we can obtain the data of service quality and service quality gap,analyze the service gap by using the service quality gap model,and then deeply understand the gap between customer expectations and enterprise service quality,find out the root cause of service quality gap of X company,and propose corresponding management measures to improve service Quality and service gap.Based on the research of this paper,the following improvement strategies are recommended to X company to increase service quality.First,improve the office environment and official website design,and improve the service tangibility.Second,implement standardized service process to improve service reliability.Third,shorten the after-sales processing cycle and improve the response efficiency.Fourth,strengthen the comprehensive management of service personnel and strengthen the service assurance.Fifth,provide services according to local conditions to meet customer empathy.This study will have certain reference and significance for the improvement of service quality management level of X company.I hope that the research conclusions and management enlightenment obtained in the field of service quality can also play a certain exemplary role for peer enterprises and other service-oriented enterprises.Of course,this paper is only a single case study,and fails to establish a clear causal model.In the future,the author will learn and integrate more advanced theories and methods,and continue to deepen and optimize the research in combination with the development and changes of the actual situation.