Research On After-sales Service Quality Of RS (China) Communication Technology Company

After-sales service is one of the key factors to enhance the brand image,improve customer experience,maintain customer satisfaction and loyalty.In the face of increasingly fierce market competition,the enterprise should not only provide high quality low price products,but also need to provide more perfect and reliable after-sales service.After-sales service has become an important means for enterprises to win the market.In this paper,the research object is RS(China)communication technology company,which is the testing and measuring equipment provider in wireless communication area.Along with the rapid development of communication technology and market,the RS company communications market share has increased rapidly in China.This article from the RS(China)company actual needs of improving customer satisfaction and loyalty,firstly summarized the related theory about service quality and customer service,focus on 5 GAP model and SERVQUAL model as the basis,using literature research method,interview method and other methods,design and summarized out after-sales service quality evaluation system for RS(China)company,then through the questionnaire survey method and AHP method finished evaluatation of the after-sales service quality of the company,and got the conclusion finally that the after-sales service quality of RS(China)company is lower than customer expectations,the quality of after-sales service needs to be increased.Among the measuring indicators,the score of "Reliability" is the lowest,and the other indicators in low to high order are:Reliability,Economy,mpathy,Responsiveness,Assurance and Tangibles.At the end of research,based on the evaluation results,this paper puts forward some suggestions to improving the quality of after-sales service for RS(China)company,such as the systematic resource management,staff skill training,business process improvement and so on.This paper gave out the service quality evaluation system,which consists of 6 primary indicators and 20 secondary indicators.It will be helpful to improve the quality of after-sales service for RS(China)company.At the same time,the measurement index system can also be applied to similar enterprises.