| With the acceleration of the marketization process of the communication industry and the intensification of market competition,DX company,as a member of China Information Technology Group and the earliest professional research institute engaged in the application and development of microwave communication and wireless communication technology in the field of post and telecommunications in China,is facing further expansion and improvement of business functions and management level.As the main business department of the company,the engineering department of DX company undertakes the important task of reforming and improving the core competitiveness of the company.Its service quality level represents the overall strength of the company and plays a decisive role in maintaining and developing new business markets.Therefore,the scientific evaluation of the service quality of the engineering department and the further improvement of its service quality have become an urgent problem to be studied.Based on the review of relevant literature at home and abroad,this paper investigated the current status of service quality in the engineering department of DX company through methods such as questionnaire surveys and on-site interviews.Then,a service quality evaluation index system for the engineering department was designed and a quantitative evaluation of the service quality of the engineering department of DX company was conducted using methods such as analytic hierarchy process and fuzzy comprehensive evaluation.Finally,based on the evaluation results,the problems of the service quality of the engineering department of DX company were identified,and the following improvement strategies were proposed: strengthening employee training to improve employee value and quality;establishing an incentive system to enhance employee enthusiasm and participation;improving service blind spots and establishing an efficient quality control system covering the entire service process to improve service quality;and establishing unified service standards for complaints and optimizing complaint channels to further improve customer satisfaction.Finally,it is necessary to strengthen the service awareness of all employees and jointly improve the service quality to achieve the ultimate goal of high-quality service.This paper focuses on the micro-level of the engineering department of telecommunications technology enterprises and hopes to provide reference for the service quality evaluation methods of engineering departments of communication technology enterprises and provide some reference for their service quality improvement ideas and specific strategies. |
