关于服务质量监测的研究和思考

Research and Thinking on Service Quality Monitoring

服务质量指服务能够满足规定和潜在需求的特征的总和。开展服务质量监测有利于找准服务业发展的质量短板,推动企业和有关部门不断提升服务质量水平,满足消费者日益增长的美好生活需求。本文通过分析我国服务质量监测现状,找出目前该项工作存在的问题并提出建议,为推动服务质量监测工作科学、有序开展提供支持。

Service quality refers to all characteristics that service can meet the regulations and potential demands.Carrying out service quality monitoring is conducive to identifying the quality weaknesses in the development of the service industry,promoting enterprises and relevant departments to continuously improve the level of service quality and meet consumers'growing needs for a better life.This paper analyzes the current situation of service quality monitoring in China,finds out the existing problems in this work and puts forward suggestions to support the scientific and orderly development of service quality monitoring.