Problems And Solutions Of Enterprises’ Service Quality

Along with the increasing of service industry competition, the quality of service has been the key question which the enterprise cannot ignore. Because of without standardized products in the service industry, customers mainly evaluate service quality through their feelings. The service quality of customer felled decides customer service satisfaction, and customer loyalty, and ultimately affects the profit and competitiveness of the enterprise.This paper based on the theory of service quality measurement and the service quality gap model, using SPSS and EXCEL to analyses the data from questionnaire, measures the firm’s customer perceptions and expectations of service quality, seek the influencing factors of customer perceived service quality, then improve service quality. At last, we give suggestions to improve service quality from five aspects combined with the actual situation of enterprises, such as strengthening of internal management, increasing the ability to control the transport network, providing personalized service, implementing standardized process, improvement the receipt and packing process. The establishment of enterprise quality standards can guide enterprises to do the right thing and improve the corporate performance and competitiveness.