Assessment Of Service-quality And Research Of Countermeasure-improvement Of N Metro Co. Ltd.

Service economy as the most developed industry in western countries,especiallyUnited States, Britain and other countries,75%of the wealth and85%of theemployment opportunities created by the services industry.In these countries, themarket is fiercely competitive, how can we survival and development to stand out?Each enterprise must be guided by the demands of customers,to be able to continue toprovide products that meet customer demand for products and services of their brains.Never the less, the overall quality of management and management level is stilllagging behind manufacturing industry. This phenomenon is more widespread andserious in China,especially in state-owned enterprises. N Metro Corporation is aUrban rail transit enterprises with state-baked, though not the face of fierce marketcompetition or risk, but the leadership of this enterprise decided to change the currentpoor impression,which left poor quality of service in consumer’s mind.They aspire toimprove the quality and level of service through the company’s Service qualityevaluation, satisfaction surveys and other methods, in order to improve the corporateimage,eventually become the industry leaderN Metro Corporation in the economically developed Yangtze River Delta region,most big-middle cities such as Shanghai, Nanjing, Hangzhou, Suzhou, Wuxi, Ningboand other cities in the region,their Metro Corporation has been put into operation,each company has launched a series of work to build their own brand, thesecompanies have begun to realize the service not only to enhance the work of thecorporate image, but also affects business performance. Therefore, It is veryimportant to analysis the existing N Metro Corporation quality of service evaluationand identify the areas for improvement.Put forward the countermeasures ofimproving service is an important aspect of practical value to the ongoingdevelopment of enterprises in the future. Meanwhile, exploratory research to the NMetro Corporation has a certain amount of reference value for China’s urban railtransit industry to improve the quality of service.In this paper, take N Metro Corporation for the case to study.not only in theory, but also on the basis of experience to analysis the quality of service of the company’sevaluation under the external environment and internal conditions, discuss in terms ofmanagement, services marketing, customer satisfaction. Through comb the existingdaily evaluation of service quality,this paper summarizes and find the issues raisedneed to be improved, using quantitative and qualitative methods to analysis thepassenger satisfaction and demands surveys, find the best way to improving existingservices evaluation and perfect complement evaluation method of N MetroCorporation, and ultimately to find an effective way to improve the quality of serviceevaluation of the N Metro Corporation...