The Research On Service Quality Management System In Port Enterprise And Shipping Enterprise

In modern society, the importance of service has already appeared more and more obviously, the excellent service quality is the core competition ability of the enterprise of service. Especially as the traditional service enterprise, the service quality management level of the port enterprise and the shipping enterprise has become the key factor in the social competition. Therefore, it needs to construct a perfect and effective service quality management system, which could support the enterprises to implement the total service quality management.Based on the study of the content and characteristic of service, this thesis first analysis the concept and the characteristic of service and service quality of the port enterprise and the shipping enterprise, and gives the summary of the apocalypse which the service quality research has brought to the practice with the enterprises' present situation. Secondly, based on the clear understanding of the concept of the service quality system, this thesis has studied the goal, the characteristic and the steps of the service quality management system' s construction in the port enterprise and the shipping enterprise, and makes the actual application on how to use the Quality Function Development (QFD) method into the construction process of the service quality management system. Thirdly, it studied on the value evaluation of the service quality management system of the port enterprise and the shipping enterprise. The thesis gives the research on the concept, the evaluation frame and the evaluation index system of the service quality management system, then take the application analysis of quantitative evaluation. Finally, the thesis gives the service quality improvement suggestion according to the above research.