Research Of The Service Quality Gap Model For Test Instrument Industry

Electronic test instrument plays a very crucial role in today’s fastchanging digital era. It not only promotes one country’s development ofscience and technology, but also carries an important role toward thenational security and economic development. The main purpose of thisthesis is to introduce the service quality model and its applications in thetest instrument industry.This thesis defines the relevant concepts in the service theory andprovides the introduction of the service quality gap model andSERVQUAL scale that raised up by scholars such as Parasuraman.Evaluate Company A’s customer satisfaction in five dimensions byapplying the SERVQUAL scale and generate improvement recommendations for each dimension. Company A should urgentlyimprove its response time after the analysis of SERVQUAL Scale.This thesis provides short-term, mid-term and long-termrecommendations for company A to improve its service quality.