| From the beginning of the 21 st century to today,with the advent of the era of knowledge economy,more and more families are willing to invest in education while increasing their family income.The demand of students and parents for access to high-quality educational resources is also growing.In order to meet these needs,the domestic education and training market has also ushered in a very good development opportunity.As another new type of private education and training institutions,paid study rooms have sprung up like mushrooms.Due to the low access threshold of paid study rooms,a large number of study rooms have gradually emerged in China,but their own strength is uneven,the infrastructure is not perfect,there is no significant advantage in the market competition,and the service quality cannot meet the actual needs of customers.As a service industry,the service quality of the study room is particularly important.As an industry reputation,the service quality will directly affect the customer’s consumption experience and the shaping of the core competitiveness of the study room.Therefore,we need to formulate corresponding countermeasures from multiple perspectives according to the actual development of the study room itself,so as to further optimize and improve the service quality of the paid study room.In order to improve the relationship between customer satisfaction and the service quality of employees,explore effective ways to improve the service quality of educational institutions,help educational training institutions maintain strong core competitiveness in the industry,and based on the theory of service quality improvement and customer satisfaction,this paper takes the service quality improvement strategy of Y youth learning community as the research object,and with the help of the literature method The research methods,such as interview and questionnaire,start from the five dimension model of service quality,reliability analysis,validity analysis,and so on.Firstly,the article expounds the evaluation methods and related theories of service quality,and defines the content and characteristics of service quality.Secondly,this paper classifies the customers of Y youth learning community,which are mainly divided into postgraduate entrance examination,civil service examination and other qualification certificate preparation student groups,and analyzes their service needs,existing service types and problems faced in customer service at present.Finally,guided by solving the actual problems in the operation of the Y Youth Learning Community,this paper conducts relevant interviews and questionnaires on the customers and service personnel within the organization who are actually served by the organization,investigates their own existence and possible problems in the future development process,and analyzes and summarizes the problems highlighted in the investigation process,Finally,it puts forward relevant improvement countermeasures for improving the customer service quality of Y youth learning community.This article aims to improve the customer service quality of Y Youth Learning Community and further enhance the core competitiveness in the industry market by discussing the service content that can be felt by customers,such as improving their own supporting hardware facilities and staff service quality,to meet customer expectations.At the same time,it also provides some reference for the same industry in the research field of customer service quality improvement. |
