基于SERVQUAL的S公司产品服务质量评价体系设计与应用研究

Design and Application Research on Product Service Quality Evaluation system of S Company Based on SERVQUAL Model

本研究选取传动机械制造业中具有代表性的S公司作为研究对象,目的是在明确S公司的产品服务体系定位与服务流程前提下,运用SERVQUAL量表设计构建产品服务质量评价体系并进行分析研究,对服务质量可持续提升提出切实可行的建议,并对该行业的服务质量提升和可持续发展提供理论依据和行动指导。

This study selects the representative S company in the transmission machinery manufacturing industry as the research object,aiming to use SERVQUAL scale to build the evaluation index system of after-sales service quality and make analysis,under the premise of clarifying S company's after-sales service system positioning and service process,in a bid to propose feasible suggestions for the sustainable improvement of after-sales service quality.And provide theoretical basis and action guidance for the improvement of after-sales service quality and sustainable development of the industry.