Study On Service Quality Index Of Clothing Trade Corporation

Clothing trade corporations in China are facing many problems. On one hand, clothing trade corporation faces with historic opportunities with foreign merchant are regarding China as global procurement base step by step. On the other hand, clothing trade corporation are on the adjustment phase and service quality can't meet with the requirement of foreign buyers, so clothing trade corporation need to improve the service quality. The highly effective quality evaluation system undertakes the improving the service quality for clothing trade corporations.In order to build a serial of scientific and reasonable quality index system for clothing trade corporations, The article studied the service process and service performance of clothing trade corporation.The article built service quality index model for clothing trade corporations by question charts and analyzing the factors which affect service quality.The related conclusions of study and conclusions are as follows:(1) Establishing a service quality system model, which iscustomer-focused. It analyzed the service quality of clothing trade corporation by covering two functional aspects of service process and service performance and Gap> sevequa and matrix chart etc.. This model pays attention to not only the evaluation of enterprise performance, but also the process which clothing trade corporation offers and realizes service. When considering the subjective feeling of customer, we looked into the objective index of service itself. Also we look into both accepting side and offering side. It evaluated service process and service performance by means of two-dimension evaluation method of 'interior evaluation and customer evaluation'.(2) Have defined three factors of affecting the service performance of clothing trade corporation through factor analysis ,the three factors are service personnel capability > service Reliability^ service Empathy.(3) Beta value, gained by multi-dimension regression analysis in SPSS 11.0 for window, can judge the causality and influential between the dimensions and total service quality.(4) We can induce the advantage and disadvantage of service quality performance of clothing trade corporations with a four-matrix chart. At the same time, we can judge easily the service quality performance of four corporations by analyzing service cognizance-chart. So we can conclude that the service quality level offour corporations is unbalanced and total service quality is low.(5) In order to evaluate the every steps of service process and find the problems, Building the service process index of clothing trade corporation.The study is based on the thought of continuous improving on service quality, uses service quality management and the relative knowledge of service quality management. Build the model of service quality of clothing trade corporations and analyze deeply factors which affect service quality. I hope that the result of study can provide valuable references and helps for administrators of Clothing Trade Corporation.Zhang Hongying (Corporate Management) Supervised by Professor Du Qinping...