Research On The Evaluation And Improvement Of Service Quality Of Zhengzhou Unicom Business Hall Based On SERVQUAL

In our country,the competition of the communication market is fierce,and the high quality service has become the common demand of the consumers.Consumer demand for quality of service is higher and higher,China Unicom and its competitors are more focus on providing quality services.Business hall is an important window for China Unicom to provide services,the need to constantly improve the quality of service,service innovation,in order to achieve the advantages of market competition.Therefore,refer to the PZB SERVQUAL standard scale,in its original tangibles,reliability,responsiveness,assurance and empathy in five dimensions,attempts from the HZ evaluation and internal organization of China Unicom public feelings and other dimensions to the comprehensive evaluation of Unicom service capacity and service quality and,from the perspective of customer perception of service quality evaluation model of the business department of China Unicom,the evaluation index related to the development of service quality evaluation provides the basis for its service quality management.The main research contents and results are as follows:(1)HZ Unicom business hall service quality evaluation model design.HZ to handle Unicom business customers as the object,using random sampling survey,through statistical analysis tools to analyze the sample data,display HZ Unicom service quality scale has good reliability and validity of the research results,the model can well help study HZ Unicom service quality problems.(2)service quality evaluation and analysis of HZ Unicom business hall.The analysis found that HZ Unicom service quality in five dimensions there is a gap between the quality of customer service expectations,lack of attention,lack of quality of service specification,service uniform effect,lack of transmission links to control the overall quality of customer service,resulting in the perception of poor,from the introduction and implementation of SERVOUAL service quality evaluation is still to strengthen the quality of service,service quality management,training and incentive service personnel,security service deliveryprocess management and other aspects to enhance the effect,at the same time the implementation of the corresponding measures,continuous optimization.(3)HZ Unicom business hall service quality improvement measures.From the model of service quality is introduced,service quality management,service delivery process management,service management,show the effect of angle of view,proposed to further improve the business service quality improvement measures;at the same time put forward from organization and system,evaluation,implementation effect evaluation and continuous optimization measures for the quality of service to ensure the smooth implementation of.