Research On Service Quality Improvement Strategy Of H Testing Company

With the continuous deepening of economic globalization and increasing frequency of commodity circulation,product quality has increasingly become a common concern around the world.In order to ensure quality safety and meet the market’s testing needs for product quality,the government has increased investment in quality inspection,providing guidelines and guarantees for the development of the third-party testing industry in terms of systems and policies,which undoubtedly promotes the further development of Chinese testing industry.Given such a fierce competitive environment,it is worth paying attention to how third-party testing institutions can make changes to gain a competitive advantage.This paper takes H testing company as the research object,mainly conducts an in-depth study on its service quality.The specific content is as follows: Firstly,this paper sorts out the existing literature on service quality in the testing industry,and provides a theoretical basis for the improvement of the service quality of the case company.Secondly,this paper draws on the classic SERVQUAL model and combines the actual situation of the case company to design a questionnaire including five dimensions of service quality evaluation and 22 indicators,and collects data through the questionnaire.On this basis,this paper analyzes the questionnaire according to the survey results,analyzes the defects and deficiencies of the service quality of the case company,and further explores the reasons.Finally,I put forward suggestions on the improvement of the service quality of the case company based on the 5-GAP service quality gap model.This study found that the main problems in the service quality of the case company include incomplete hardware facilities and equipment,failure to fulfill promises,slow response,unclear service standards and lack of personalized services.In the future,the company should strengthen research on customer expectations,improve service standards,enhance service awareness,improve service efficiency,and improve the overall perception level of customers.This study conducted a quantitative evaluation on the service quality of H testing Company,which can more accurately find the existing service quality problems of the company,and then provide useful reference and enlightenment for the improvement of the company’s service quality in the future,which is of great significance for the long-term development of the company.