Research On Improvement Strategies For Maintenance Service Quality Of Da Ce Company Based On SERVQUAL Model

With the rapid development of science and technology,progress of industrialization,the product homogeneity is becoming serious,market competition is increasingly fierce too.On the way to be a quality power country for China,the focus of market competition has been quietly changing from a single product quality to service quality,the focus of enterprise development is tilting from improvement of product quality to providing different services,and focusing on improving service quality to enhance the market competitive.Maintenance service is a branch of service field,it covers very wide range of aspects,affects many aspects of people’s life and work,from maintenance of household appliances to industrial equipment maintenance,enormous services market with fierce competition.And the level of service quality is the core of the competition,enterprises need to combine with its own development,continuously improve service quality,in order to get advantage of competition.In this paper,the research object is the maintenance service quality of Da Ce company,aims to find quality problems of the maintenance service process,and figure out the relative solutions,improve the quality of maintenance service,eventually enhance the market competitiveness of Da Ce company.To do this,first of all,sorted out the related literatures of domestic and overseas about research of maintenance service quality,clarify the starting point of improving service quality,which is the locating of problem,it means that this paper would use the classical evaluation model which is the service quality gap model and the basis of the SERVQUAL scale,together with the current situation of Da Ce company’s maintenance services and market pre-research,build a suitable evaluation system for measuring the company maintenance service quality,including tangibility,reliability,assurance,responsiveness,empathy,five dimensions,and the economic evaluation as a new dimension,and breakdown to 22 indexes.Second,according to the questionnaire survey data,along with weight values by analytic hierarchy process,it indicates that all six evaluation’s dimensions failed to meet customer expectations.The top three dimensions of service gap are economy,reliability,responsiveness,and the indexes with low scores belong to tangibility,reliability,responsiveness,and economy dimension.After further analysis,this article decided to divide those problems into simple and key problems.Finally,fixed simple problems via improving the staff and the management of operation,.Through process optimization,and inventory management optimization to solve key problems,include using ASME method to analyze current maintenance service process,then optimize it with ESIA method.Optimizing maintenance materials inventory would base on ABC classification,and make different management solution for the difference classification materials.All these to improve Da Ce company’s maintenance service quality systematically.The thought of this research and improving countermeasures can be used as a good reference for other related enterprises to improve the quality of maintenance services.