Research On Service Quality Optimization Of HW Cost Consulting Company

In the face of the current vigorous development of technological innovation and the changing trend of market competition,the development competition mode between different enterprises has gradually developed from the original single price and product competition to the service level competition.In the field of cost consulting,when the scale of urban development and construction continues to expand,it also continues to develop,while the internal improvement and construction are further enhanced,which will lead to differentiation and fierce competition in the industry,so that engineering cost consulting enterprises not only have to cope with changes and challenges,but also seize opportunities.In this process,the difference in service quality has become an important magic weapon for enterprises.The regulatory content and requirements of investment projects are constantly changing,so the original scale of human resources of enterprises cannot match the inherent requirements of full coverage of investment project supervision,and they have no choice but to purchase relevant services from institutions or companies with development potential,complete staffing and high professional and technical level.The engineering cost consulting enterprise is a comprehensive enterprise with intelligence+technology services.While improving the development and construction of the enterprise,it also further improves the service quality.Being able to undertake and participate in a wider range of engineering construction projects,it will not only bring certain economic value,but also dare to assume social responsibility.In this process,it can help the enterprise expand its market share and influence,and also lead to better social effects and economic values.This paper takes HW Company as the research object,mainly to find out the existing service quality problems of the company,and propose feasible solutions.The specific idea of the study is to first combine the relevant theories of service quality and the characteristics of the engineering cost consulting company,and build a SERVQUAL service quality evaluation model,Secondly,the SERVQUAL model is used to find out the problems in service quality of HW Company in the form of questionnaires,and then in-depth interviews are conducted with the employees of HW Company from the perspective of the service quality gap model to explore the influencing factors of service quality problems of HW Company in the four gaps of listening,standard,transmission and communication.At the same time,the relevant contents found in the questionnaire of HW Company are corresponding to the influencing factors,so that the real factors affecting the service quality of HW Company can be found based on the establishment of the gap model.Finally,the paper puts forward feasible and targeted improvement strategies for the reasons for the quality gap,which mainly covers five specific measures and practices: team organization improvement,personnel training improvement,salary system improvement,hardware facilities improvement,and corporate culture improvement.Through the above five specific measures and practices,the professional level and quality of personnel can be effectively improved,the company’s internal and external image can be specifically standardized,which can also help employees to establish a sense of real service for the owner,and based on the interests of the owner,comprehensive consideration of issues can enhance the empathy of services,and ultimately improve the service quality and level of HW.In view of this research process,based on the advantages and characteristics of the engineering cost consulting industry,making good use of the model content of the service quality gap and improving the comprehensive evaluation index of service quality accurately and pertinently can play a certain reference value for the whole research on the service quality of the engineering cost consulting industry.Through the data analysis of the questionnaire,we can find out the prominent service quality problems of HW Company,find out the factors and reasons for the service quality gap,and propose specific and targeted improvement methods,which can help HW Company improve its service quality and solve the actual service quality problems,which has strong practical guiding value and significance.