消费升级背景下基于动态评价体系的企业服务质量提升研究

Research on Service Quality Improvement of Enterprises Based on Dynamic Evaluation System under the Background of Consumption Upgrade

SERVQUAL模型和QFD理论相结合可构建动态评价体系,持续提升服务质量,对提高公司核心竞争力,促进消费升级意义重大。本文先用SERVQUAL量表结合B公司实际情况构建调查问卷,对用户的服务需求进行调查,并进行重要度分析,最后进行质量功能QFD展开,从而找到提升服务质量的关键服务措施,为家电行业服务质量提升和可持续发展提供理论依据和应用参考。

Combination of SERVQUAL and QFD could result in dynamic evaluation and continuously improve the service quality,which is significantly meaningful to improve enterprise core competence and promote consumption upgrading.This paper uses the SERVQUAL scale to construct a questionnaire based on the actual situation of Company B to investigate the service needs of users,analyzes the importance,and finally launches the quality function QFD,so as to find the key service measures to improve service quality,and provide theoretical basis and application reference for the improvement of service quality and sustainable development of the household appliance industry.