Research On The Evaluation And Improvement Of Product Certification Services Quality Of Company A

Product certification,playing an important role of quality guarantee and supervision,is an important part in the trade of goods.Therefore,rapidly changing conditions of markets,economic,legal and political environment requests service quality of product certification service provided by product certification companies to improve their services quality continuously and to make progress.Due to the service quality special properties,evaluation on service quality is more complex and difficult.Despite of the relative researches and scholars have been achieved by experts from different perspective of views,relatively few for product certification services are existing.Therefore,researching in this field is particularly in need.With practical evaluation method and evaluation indicators that clearly reflect the quality of service issues,enable to provide a direction of improving service quality.Obviously,the method and indicators are also very important management tools for product certification companies.In this paper,by adopting INDSERV service quality evaluation model and the concept of customer retention and in combination with the product certification processes&type of Company A,product certification service quality of the company is evaluated and analyzed,and also evaluation tools and indicators for the company's product certification services quality have been in research.On the basis of research and analysis,company's quality evaluation indicators system of product certification has been developed.The system is divided into two parts,namely,internal and external evaluation of service quality indicators.The result of indicators are obtained by collecting and analyzing data from designed survey.service quality issues can be probed out with these results.The quality of service issues found in survey are confirmed after visits and in-depth interviews to clients of company A.by completing the research and validation,it is proved that services quality evaluation indicators system of product certification for company A in this paper is workable and reliable.Furthermore,based on the cause analysis in quality of service issues,improvement measurements and proposals are suggested.