Research On Service Quality Evaluation And Promotion Of HL Company Of Cultural And Creative Industries

In recent years,China's cultural and creative industrial park has been rapid development,and gradually become the backbone of the rapid development of the whole social economy.As a service oriented enterprises,the key to realize the sustainable development of the enterprise itself and the park is to improve the service quality.Currently,the main operating areas of the park has taken a series of measures to improve the quality of service,attracting more enterprises settled.But because of the lack of theoretical support and scientific and reasonable evaluation system of service quality,it is difficult to accurately grasp the problem,problem orientation is not clear enough,resulting in the park in the main business to enhance the quality of service consume too much unnecessary resources and energy.The research on the theory of service quality evaluation in other fields has been very mature,however,the research on the operation of the cultural and creative park is very lack.How to determine the dimensions and indicators of service quality evaluation,and how to evaluate the quality of service? These issues are the core issues of cultural and creative park operators concerned,related to the sustainable development of cultural and creative park.Based on the above background,this paper takes HL company as the research object.Firstly,through literature review,evaluation of service quality,service quality theory,analytic hierarchy process and provide a theoretical basis and reasonable perspective for the study;secondly,based on literature research and field interviews to provide the basis for the determination of evaluation index;third,based on analysis of customer perceived service quality model and AHP method proposed in the gro Ruth presented on the service quality evaluation system of HL company.The model consists of 4 layers,a total of 1 goals,2 sub goals,5 evaluation dimensions and 28 indicators;fourth,the design of HL company service quality evaluation questionnaire,300 questionnaires were issued,conducted a survey of 100 senior management enterprise HL the park in the middle managers and employees infunction departments,respectively to obtain the expected value and the actual heart index scores on the two dimensions of perceived value,calculated At the same time,the weight of each index was analyzed by AHP,and then the final score was obtained by multiplying the average score of each index and the weight of the index.The results showed that HL's outstanding performance in the building of enterprise culture,enterprises in the docking,administrative guarantee,organization and coordination,brand influence and so on,the company strong cohesion,good business atmosphere,strong logistical support;the main problem lies in providing professional services such as professional soft power,especially in the financial services professional the level is not enough;and in the middle term evaluation results,4 weight index wisdom park information platform construction,publicity,channels,take ideas and enterprises docking can not be ignored.Finally,according to the HL company's problems,and combined with the United Kingdom,Canada,the United States,as well as Changsha,Shanghai,a representative of the cultural and Creative Park operating experience,HL service quality improvement measures.This study shows that the analytic hierarchy process based on park service quality evaluation system is feasible,the weight of each evaluation index matrix and weighted score of perceived service quality comprehensive evaluation,to obtain effective results,but the evaluation index of different dimensions,different parks,should according to the actual Park Comprehensive index.