| KX Home Decoration Company was established in 2018,mainly engaged in interior decoration projects.With the rapid development of the real estate market,the scale of Qinhuangdao local home decoration market has gradually expanded,and the turnover of KX Home Decoration Company has also increased year by year in the initial period of its establishment.However,with the impact of the COVID-19 on the real estate market in2020,the competition in the local home decoration market has become increasingly fierce.With the changing customer demand,the increase of competitors and the ever-changing marketing methods,the company has encountered unprecedented new challenges.This paper studies the improvement of service quality for KX home decoration enterprises.The key points are as follows: First,based on the research status at home and abroad,select a feasible concept and research model-SERVQUAL scale according to the characteristics of home decoration industry;Secondly,combining the SERVQUAL scale with the nature and situation of the business of home decoration enterprises,we developed a five dimension customer satisfaction questionnaire for KX Home Decoration Company to conduct a survey on enterprises;Third,data analysis is carried out to test the validity and credibility of the survey results;Fourth,find out the service quality problems of KX home decoration company,and study the problems and reasons from five service quality dimensions;Finally,provide targeted improvement plans and solutions to the problems and causes,KX Decoration Company improve customer satisfaction in the market competition,win more customer recognition and promote the healthy growth of the enterprise.The questionnaire and improvement measures designed in this paper are mainly aimed at the service quality of Company at the current stage.To some extent,they can also provide reference for other small home decoration companies in the local area to improve their service quality level,customer satisfaction and improve service quality management. |
