The Asset Management Of Service Quality In NC Pet Hospital Research Based On SERVQUAL Model

Studies shows that the economic level of a country is closely related to the development of it’s pet industry.When the per capita GDP exceeds 3,000 USD,the pet industry of this country will enter the state of acceleration.Since the reform and opening up,China’s economy has made great progress.At the same time,the number of pet hospitals in various places has increased rapidly in China,and the competition degree of this industry has been increasing.Facing the increasingly homogenized services market,improve the service capacity is the key to the pet hospital in the market,the ability of service operation directly decides whether to attract customers into the store,realize the second consumption of customers and cultivate the loyal consumers.After the establishment of NC pet hospital in Nanning city,it has achieved initial results in animal medical treatment,pet care,and prevention and control of animal dangerous infectious diseases.However,there are still significant hidden dangers in the quality of service.First of all,the "three long and one short" phenomenon in NC pet hospital is serious,when pets with medical needs,consumers not only have to spend a lot of time in terms of registration,waiting,in take medicine and see a doctor after link also has the same problem.Secondly,the efficiency of NC pet hospital is low,not only does the time of visit and consumer demand do not match,but the medical quality and utilization efficiency also do not meet the relevant requirements.At present,the two problems are common in pet hospitals in China,so it is helpful for the improvement of the overall quality of pet hospitals in China to study and discuss the quality of service of pet hospitals.Firstly,this paper summarizes the related theories of service operation and service quality management of pet hospitals.We’ll take the NC pet hospital as the case study object,using the SERVQUAL model,through the questionnaire survey,starting from the physical,reliability,responsiveness,guarantee and appeal of the service,to explore the current service problems of NC pet hospital.And according to the existing problems,the optimization strategy of the service quality of NC hospital is put forward from five aspects,namely,physical,reliability,responsiveness,guarantee and infectivity.Paper combines the author studies the service quality management of related theory and practice experience for many years,the research conclusion of NC pet hospital and even of the whole industry service quality improvement has a certain reference significance.