Research On Specific Strategies Of Improving Enterprise A's Computer After-service Quality

With the rapid development of "Internet+" and big data,the electronic information products,represented by computer products,have become necessities in consumers' work and life.After-sales service quality has gradually become one of the most important issues focused on by the theory and professional communities.The popularization of computer products(traditional computer,smart computer theater,smart phones and tablet PCs)has exerted all-around challenge on the quality of a company's after-sales service.However,the current status of China's computer after-sales service industry makes it difficult for the company to meet such high requirements.And the objective evaluation of after-sale service is the key point to enhance the service quality.From the perspective of the existing theoretical research,after-sales service of computer industry lacks professional guidance from scientific theory,which leaves a huge space for the author to investigate how to enhance the quality of computer after-sales service.Based on relevant management theories on the after-sales service,this paper elaborate on the characteristic and evaluation method of after-sales service quality related to computer business.This paper chooses the computer after-sales service of Enterprise A as the research object,analyzes the current situation of the enterprise's quality control on after-sales service quality by using the data and graph description.Then by analyzing the problems and causes existing in the quality control of Enterprise A's computer after-sales service,this paper studies the strategies of how to improve the enterprise's computer after-service quality.Through the analysis on the measurement dimension of customer perceived service quality,and based on the service quality evaluation method of SERVQUAL scale,this paper determines the test items of the scale,including 5 dimensions and 22 statements.Among them,4 items are about the shape,4 about reliability,4 about response,4 about guarantee,and 5 about empathy.On the basis of this,Enterprise A's after-sales service quality evaluation system is further constructed.Through the test questionnaires and data analysis,this paper quantized the influence of test dimensions on Enterprise A's computer after-service quality.Moreover,an evaluation system of after-sales service quality of Enterprise A was constructed in this paper.Combined with the relevant knowledge of service quality managementsystem,this paper studies specific strategies of how to improve Enterprise A's computer after-service quality.The paper belongs to category of business diagnosis;it mainly solves the following problems in after-sales service quality of A enterprise.1)Analyzing and summarizing the relevant theory and strategy that can be used to improve after-sales quality of computer industry;exploring the theoretical method and practical measure employed to solve the problem of service quality control;2)Discovering the advantages and disadvantages of Enterprise A's the service quality control and putting forward detailed improvement methods;3)Combining the SERVQUAL service quality model with the relevant data of after-sales quality evaluation of A company,this paper discovers the actual situation of customer perception on after-sales service quality of Enterprise A(gap perception).Through the analysis of after-sales service quality perception with equal weights on influencing factors,the author determines the influence of every measurement dimension on Enterprise A's after-sales service quality of computer products.This paper tries to improve the evaluation and control system of Enterprise A's service quality scientifically,to help to improve the quality of service and increase the customers' satisfaction,and finally to propose effective suitable strategies for the improvement of after-sale service quality which will place the enterprises in a favorable position in the fierce market competition.