Research On Service Quality Evaluation And Promotion Measures Of XM Telecom Call Center Based On SERVQUAL Model

Firstly,based on the analysis of the content and process of Xiamen Telecom call center,and according to the SERVQUAL model,this paper designs a questionnaire which is suitable for the characteristics of the industry.Then,according to the questionnaire,we analyze the data from the survey,understand the customer perceived service quality,and compare it with the expected quality of service.Through the empirical analysis on Xiamen Xiamen telecom service quality showed that the customers of the two indicators(the seven dimensions of service quality perceptions and expectations),and showed that the absolute value of the gap from large to small in turn is:Y5(-0.64),Y3empathic response(-0.56),Y7remedial(-0.53),Y4(-0.46),Y6 assurance information system(-0.42),Y2(-0.38)Y1,the reliability of the visible(-0.14).In the three level indicators of Xiamen telecom service quality,in the region I(dominant)indicators include:Y34 hotline timely response to customer,Y53 Y54 membership plan,accurate grasp of customer needs,Y71 service recovery complete mechanism,Y73 service recovery results fair,Y13 employees.In the second district(maintenance area)Gu indicators are:Y11 business environment,Y24 business precision.In Area III(opportunity area)indicators include:Y41 business hall Y42 hall staff service attitude,quality of personnel,Y43 service hotline staff service attitude,quality of personnel,Y44 service hotline Y61 Consulting Hotline connect,Y62 online business hall,Y63 website,Y21 support service commitment,sincere service,the credibility of Y23 Y22 good.In Section IV(tinkrtown)is the index includes:Y31 Y32 process description,efficient service,Y33 business office personnel timely response to customers,personalized service,Y51 Y52,Y12 Business Hours reasonable hardware,Y72 service recovery process flow.Finally,this paper puts forward the corresponding countermeasures to the problems faced by the company.Therefore,this paper starts from the basic situation of Xiamen Telecom call center,in-depth analysis of the present situation of service quality management,points out the existing Xiamen Telecom call center service quality management system in the building,research on customer call center service expectations and the actual service gap distribution and the proportion of service perception,to find the key problems and breakthrough and provide a reliable basis for improving the quality of service,and in view of the above problems puts forward the optimization scheme of the system,the call center of Xiamen Telecom to improve the management level and service quality,have realistic and positive meaning and value to improve customer satisfaction.