Research On Service Quality Evaluation Of A Mining Area Service

With the improvement of the living standard and lifestyle of our enterprise residential area,the expectations of local residents for living is continued ascent, the Quality of Service become more and more be concerned.In order to know the varying service requirements of the local residents,Continuous and effective evaluated the service level of our enterprise residents management department,learn well about the comments and suggestion of the clients,adjust service means rapidly,meet the reasonable requirements of clients,it has the reality and the theory significance to establish an objective and reasonable service quality evaluation system.This paper by the means of integrating practical work experience and theoretical analysis,base the clients service aware,use SERVPERF evaluation model,through practical investigation,clearing now operating condition and bottlenecks,give the service quality a basic measurement and evaluation from the view of clients.Based on this purpose,this paper in-depth research A mining area enterprise residents management department existing service quality evaluation practices,compares their functions, combined with the actual service situation of A mining area enterprise residential area,apply internal evaluation,CSSS Customer Support Satisfaction Survey, handling complaints to establish service quality evaluation system.In view of property service, medical services,energy services, passenger services and retirement services and so on for the whole enterprise residential area service business,use SERVPERF model to establishment and evaluation Service user satisfaction index system.Then comprehensive internal evaluation and complaint handling situation give the overall evaluation for enterprise residential area service quality. Through the analysis of the evaluation results of each item, finding out the problem,then base this to put out the way to deal with a situation for improve service quality, realized using realized to promote establishment.