L City Water Company Service Quality Management

As the coming of the era of service economy, the market competition is becomingfierce, service is coming center stage in our society, and service quality is the center ofquality and the key factor to service competition. There is a considerable differencebetween the recent service quality in China and other developed countries not only inacademic research but also in management. The paper summarizes the latest researchachievements in the service quality management systematically, expounds the definitionand characteristics of service and service quality, the evaluation of service quality——evaluation method of SERVQUAL, the general principle and methods of service qualitymanagement, and comes up with author's own opinions and ideas through summarization.In terms of years of working experience, the author adopts investigation and research(distribute schedules and sum up historical data), discusses the status quo of service qualityin water supply Companies, finds out the general service quality problems and the reasons,and puts forward some practicable improvement measures applied to city water supplyCompanies, which has great meaning to improve the service quality management in ourwater supply companies.