A Study On Evaluation Of Service Quality

21^st century—A Service Century. The status of service industry is continuously increasing in national economy and social living. The traditional economical competition has made its direction from products competition to service competition. Service quality is the lifeline of service enterprises. So the study on service quality could promote theory development and practical creation of enterprises, which is good for well development of national economy and helping service enterprises to get market competition advantage. However, our theories of service quality did not develop as fast as service industry did. At present, most of our theories are on the process of comprehending western correlative theories, which means we need create and develop our theories combining native situation.Among this background, I collect, pack up and read plenty of correlative articles. Then, among service enterprises, I summarize the study development process on service quality, service recovery and management information system, conclude basic concepts and characteristic of service, service quality and service recovery, put forward relationship model which is between service recovery, MIS and customer satisfaction.Based on the characteristics of SERVQUAL Evaluation System Model, service recovery and MIS, in the end, I put forward an advanced SERVQUAL Evaluation System Model and a rational measuring method which are validated and analyzed in a service enterprise.