Research On Improving Service Quality Of Water Supply Enterprises In S City Based On User Perception

Urban water supply is related to the vital interests of urban people,and is the most basic requirement for people’s production and life.In order to better serve the people’s livelihood and better realize the leapfrog development of the enterprise,S City Water Investment Group Co.,Ltd.,a wholly state-owned enterprise authorized by S City Government to franchise urban water related affairs,was established.The enterprise was officially established on October 13,2021.S City Water Supply Co.,Ltd.is a subsidiary of S City Water Investment Group Co.,Ltd.In recent years,although the company attaches great importance to the improvement of service quality,consumer satisfaction still needs to be improved.Taking the past two years as an example,tens of thousands of complaints have been made through the complaint telephone.It is urgent to explore how the water supply enterprise can improve the company’s service quality more specifically.This paper summarizes the literature,uses the Induction and user perception theory,analyzes the complaint content of water supply enterprises,refines the evaluation elements,and uses NVIVO software to code the complaint content.After that,the author constructs the service quality evaluation model of water supply enterprises based on user perception by referring to the PZB five gap model.The service quality evaluation model of water supply enterprises based on user perception mainly includes four aspects:publicity perception,quality perception,sensory perception and service perception.There are 10 evaluation indicators including consultation communication perception,information release perception,policy publicity perception,water quality perception,engineering quality perception,auditory perception,visual perception,business ability perception,service timeliness perception and service attitude perception.Through Yaahp software,the author uses AHP to give weight to the service quality evaluation model of water supply enterprises based on user perception,and then evaluates the service quality of water supply enterprises in s city by means of expert scoring,and obtains the current service quality situation of water supply enterprises in s city.By analyzing the reasons for the service gap of water supply enterprises in S City,10 improvement strategies are proposed.