| The service quality has become the research subject in the enterprise and management science area at the today’s service business rapidly development period, the western veterans have had plenty of research on this subject and achieved great successes. The research mainly based on customers’ perception model developed by Mr. Christian Gr?nroos which is oriented by customer expectation satisfaction, achieve the noted the gaps model of service quality and SEVQUAL table model. If the theories and the veterans research cited above and the relative research in the service system which is built by the enterprise who want to enable the service capability can be combined, the enterprise will be benefited in service quality management. The article focuses on this area and analysis the service quality problem of the object company, using the gaps model of service quanlity and SERVUCTION system model to recognize the key facts which influencing the service quality, and present the improvement measurements and suggestions.The article reviews the relative service quality theories, customers’ perception model and the gaps model of service quality, the zone of tolerance model, SERVUCTION system at first, than reviews relative articles of the HVAC after sales service industry. The article also analysis the service quality problems of the object company using SERVUCTION system model and the gaps model of service quality, which is the different perspectives, discovers the areas needed to be improved of the object company technician human resources investment and service operation system. After analysis the object company management level resolving the service problems strategies, the article draw the conclusion that the service quality gaps is result from the object company lacking understanding of customer expectation, and course the service system and service process which is built by the company have the problems, than result in the service quality problems occurs. |
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