我国农机企业服务质量管理的探讨

The Study of Agricultural Machine Enterprises Service Quality Management in China

随着市场经济改革的不断发展与延伸,服务越来越成为农机企业的竞争优势和本质特征。本文探讨了我国农机企业加强服务质量管理的动因,继而对农机售后服务、农机售后服务质量、农机售后服务质量管理的内涵进行了解析。在此基础上,从分析农机售后服务质量管理的差距入手,引入了差距分析模型,针对5 种服务质量差距,探讨了改善农机售后服务质量管理的措施。

Along with increasing development and extension of market economy reform, service is becoming the competition su periority and essence characteristic agricultural machine enterprises more and more. The motivation of agricultural machine operation enhancing the service quality management in China is discussed, and then the connotation of agricultural machine service, agricultural machine service quality and agricultural machine service quality management are defined. At last, the paper proposes a conceptual model of service quality to analyzing agricultural machine service quality divergence, and points out five types of divergence, and expounds the suggestions.