Research On Service Quality Improvement Strategy Of H Gas Grou

Under the influence of natural gas market conditions,gas customers pay more and more attention to service quality,and the traditional service mode cannot meet the current market demand.As a service enterprise,H gas enterprise needs to improve service quality and enhance its sustainable development ability.This paper focuses on how H gas enterprise improves service quality according to customer demand.Firstly,the SWTO analysis model is used to analyze the strategic positioning of the enterprise and the Porter’s Five Forces model is used to analyze the current situation of the enterprise.In order to enhance the competitiveness of H gas in the competitive market,it is necessary to improve the service mode and develop differentiated service strategy.On this basis,the service quality of H gas enterprise,including service process,organizational structure,internal marketing,brand building and safety management,is analyzed,and it is found that the service mode of H gas enterprise cannot meet the market and customer needs.Secondly,the SERVQUAL model was established,and more than 200 questionnaires were sent to H gas customers from the five dimensions of the SERVQUAL model: Responsiveness,reliability,tangibility,assurance,empathy,respectively to the expected service level and the actual service to the customer evaluation,SQ is 1.67,and that the customer actually felt service level is much lower than the customer expected service level and enterprise to the improvement of service quality has a great progress in space,through the above analysis methods to analyze,The main problems existing in service quality of H gas are to establish service network mechanism;Weak collaborative service ability of organizational structure;Service personnel professional is not strong.Then,based on the research on the current situation of H gas service quality,the improvement design of enterprise service quality is carried out,aiming at building brand service,taking five dimensions as the design idea,service process,organizational structure and service information system as the design content,and combining with the actual situation of the enterprise,the optimization design of enterprise service quality is carried out.Finally,the improvement plan is guaranteed from the aspects of technology,capital and personnel to ensure that the service quality plan can bring practical benefits to the development of the enterprise.Through the study of H gas service quality improvement plan of the enterprise,the enterprise can breakthrough the limitation of its own,clear enterprise in the current market environment is not up to time of the old system,the old way,formed in the new measures for the enterprise competition situation,the new system,according to the market demand timely adjust enterprise service operation mode,from the aspects of service mode innovation to improve,improve enterprise competitiveness.