| From our supervision system implemented since 1988, construction supervision as an emerging industry was developing rapidly, but the suitable service quality management system has not been established at the same time. As foreign and domestic is not the same industry sector supervision, the growth of supervision industry has been relatively slow.According to industry characteristics of construction supervision industry, the paper use the service quality gap model and SERVQUAL as the base for Y supervision company service quality management, especially the quality of service appearing to judge problems. The paper research and design a service quality gap model and service quality assessment questionnaire and applied to the study of specific Y Supervision Company. Some of its customers conducted a survey, and the survey results were analysis by SPSS software for the collection of the data. The results obtained show that:the questionnaire has high reliability and certain validity can be used in construction supervision service quality evaluation; the quality of supervision industry now only three dimensions, their order of importance are:responsiveness, tangible, assurance. After the findings by t-test test to find out the reasons for lack of service quality supervision company Y, which made some specific suggestions for improvement:Replace "owner satisfaction form" in order to be truly effective understanding of the views of customers; increase mining engineering investment to improve service response, while good communication and reduce mine engineering services responsive expectations; change evaluation and director of training standards, the total for the first time is a standard customer service director failed; strengthen management of learning knowledge management and so on. Although this article only research the Y Supervision Company's service quality management, but in the construction supervision industry, this study concluded that there is a certain reference value, with a strong research process operability, can also be applied to research methods in the industry research firm's other supervision help to strengthen supervision of the company's service quality management, quality of service in order to gradually improve the status of the entire project supervision industry.Overall, this research is based on the service quality gap model and SERVQUAL, according to the characteristics of the industry of construction supervision, to develop a suitable service quality gap model and assessment scale for Y Supervision Company to solve the company's current problem, which has a strong practical significance, and will help to improve the quality of service status of Y Supervision Company. |
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