基于顾客满意的服务质量管理

Service Quality Management Based on Customer Satisfaction

在服务经济时代,企业之间竞争的焦点之一是服务。提供顾客满意的优质服务正成为企业走向成功的一把金钥匙。基于顾客满意的服务质量管理已成为现代企业市场竞争的一个重要课题。本文在探讨了服务质量与顾客满意的内涵、关系及其差距分析模型的基础上,提出了加强服务质量管理的方法和途径。

In the era of service economy, service is the competition focus among companies, and to provide customers with satisfactory services is becoming the golden key to their success. Service quality management with customer orientation has become an important issue for companies in market competition. This thesis first analyzes service quality and customer satisfaction, their relationship and the gap model, and then puts forward suggestions on how to enhance service quality managemeat.