Research On Service Quality Optimization Strategy Of HB Expressway Customer Service Center

With the continuous expansion of the structure of the expressway network,the expressway has assumed more and more important social responsibilities and missions.Providing high-quality services to the public is an important part of completing these tasks and missions,and the customer service center is one of the important service carriers.Under the influence of economic development and the rise of the service industry,people are increasing care about the experience and the perception in the service process.In order to meet the needs of customers,the function of call center is becoming more and more diverse.As the only online platform for HB provincial transportation system to undertake service responsibilities,HB Expressway customer service center can provide 7×24 hours uninterrupted service,and its service quality level affects the overall image of the expressway.With the development of science and technology and the progress of technical means,the service mode of customer service center has changed a lot.From the earliest manual recording to the establishment of telephone system,it has developed to all kinds of service modes for example network service and robot customer service.At present,HB expressway as a whole is in the period of transformation,and the service of HB Expressway customer service center is also in the period of transformation.In the current development process,the attention to service quality is insufficient,and overlooking the user-experience in the service process.This paper focuses on the service quality of Expressway customer service center in the digital era,and takes HB Expressway customer service center as the object to carry out the paper research.The main research includes the following three parts.The first part is a theoretical overview and literature review,including the second chapter of the paper.The main overview summarizes the related concepts of service quality,the theory of service quality model and the related research on the construction,operation management and development trend of Expressway customer service center platform.The second part is the status analysis and problem identification of HB Expressway customer service center,including the third and fourth chapters of the paper.In the status analysis,the general situation,service content and process,and existing service quality detection methods of HB Expressway customer service center are sorted out.Problem identification is carried out through research.First,the service demand is obtained by analyzing historical data;Then interview the employees to obtain the views and evaluations of the service within the customer service center;Finally,the questionnaire is designed based on the SERVQUAL model and the scale is analyzed,it is concluded that improvements can be made from three dimensions of service assurance,responsiveness and reliability to improve the overall service quality.Through the overall analysis of the investigation process,the problems in the top-level service design,assurance,reliability,responsiveness and service foundation of HB Expressway customer service center are obtained and the causes of the problems are analyzed in depth.The third part is the solution of the problem,including the fifth chapter of the paper.Starting from the causes of the problem,it puts forward five aspects of service quality optimization plans,including the top-level design of the service system,the three key issues of service quality improvement and the service organization guarantee.It also puts forward supporting implementation suggestions from three aspects of organizing internal and external service resource guarantee,improving the service awareness of all staff,and improving the satisfaction of customer service personnel.It is hoped that this study can raise HB Expressway customer service center service quality,and also provide some reference for the future development of HB Expressway customer service center.