Research On Service Quality Improvement Of Zhengzhou P Education Company

With the further deepening of reform and integrated development of each industry,the demand for high quality and high level talents in the whole society is expanding.Coupled with the current severe employment environment and and fierce competition for jobs,the number of postgraduate entrance examination increased year by year.According to statistics from the Ministry of Education,4.74 million people applied for graduate school in 2023,an increase of 170,000 year-on-year,and the related education services industry is developing rapidly.As a result,various education services companies have emerged,and competition in the market has become increasingly fierce.But at the same time,each institution also faces homogeneity in service content and form,which not only affects the learning experience of customers,but also makes it easy for companies to fall into the quagmire of price wars.As customers’ perceptions and requirements for services continue to grow,companies in the industry must improve their services in line with customers’ expectations and demands.In the facing of today’s intense environment,how Zhengzhou P Education to differentiates itself in terms of its own brand,service content and service approach,and forms its own competitive advantage in terms of service quality,all need to be addressed through further research.Based on the above background,this study takes Zhengzhou P Education Company as the research object.Firstly,the relevant theoretical foundations and research status of service quality at home and abroad were sorted out and summarized,and the SERVQUAL Model and the 5GAP Model were identified as the theoretical guidance for the subsequent study.Secondly,the basic situation of the company and the current situation of the service were collected and collated.In order to further understand the level of customer expectations and gaps in the service process of the company,the SERVQUAL Model with five dimensions--tangibility,reliability,responsiveness,assurance and empathy--was used as the basis to redesign the service quality evaluation system for the company.The questionnaires were then distributed and returned to get the real evaluation and feedback from the customers.It was also assigned and quantified to analyse the company’s gap situation in the five major constituent dimensions and the reasons for their generation.Finally,using the 5GAP Model theory as a guide,specific improvement strategies were proposed in each of the five gap dimensions.For the effective implementation of the improvement strategies,specific safeguards are proposed in four areas: organization,system,talent and technology.This study provides a theoretical basis for the Zhengzhou P Education Company in terms of service quality improvement,and through the study of the company’s service quality gaps,provides targeted practical suggestions for the company’s subsequent development.