| Since the rapid development of the decoration industry in the 1990s,it has been a huge industry.However,for a long time,companies have focused on price wars and homogenization fierce competitions,so that most decoration companies do not Emphasis on decoration engineering services that has led to complaints from customers.Among the many reasons behind this,one of the most important is that most companies ignore the improvement of service quality when operating.Due to the characteristics of the decoration business,based on the service quality gap model and SERVQUAL scale,this article focuses on the service quality issues of HJ decoration company,especially in the aspect of HJ Decoration Company service quality evaluation,research and design suitable service quality gap model and SERVQUAL scale for HJ Decoration Company.The company's service quality gap model and SERVQUAL scale were applied to the study of service quality of HJ Decoration Company.A questionnaire survey was conducted between the company's new and old customers,and the data collected was then analyzed using SPSS software.After analysis and statistics,the results show that the reliability and validity of the survey questionnaire are in line with the requirements and can be applied to the evaluation of service quality of HJ Decoration Company.;Five-dimensional order of service quality expected by the customers:responsiveness>reliability>assurance>tangibility>empathy,Customers perceive five dimensions of service quality:reliability>empathy>responsiveness>assurance>tangibility,Customers have the highest service expectations for the responsiveness dimension,but they have lower perceived scores,followed by lower reliability service quality scores,but the company's performance in the empathetic dimension is good,basically exceeding the expectations of most of the owners for the company.Afterwards,through the perception of the customers and the expected gap,the company will find out the insufficiency of the service quality of HJ Decoration Company,and then propose targeted improvements:increase the service-related training for construction workers and implement quantitative assessment;from the internal staff Gradually raise the project manager to appropriately improve the treatment of hydroelectricity;reasonably divide the decoration items and other measures to improve the responsiveness of the company;pay attention to the communication with the owners and divide the project into multiple stages to match the customers.The inspection and acceptance will improve the reliability of the business households;increase the awareness and reputation of the company by increasing the publicity and maintenance of existing customers ' decoration projects;strengthen the knowledge of the project managers in learning services and service management,so as to improve the company's competitiveness;We change the original owner satisfaction survey form,and use the owner satisfaction survey questionnaire used in this paper.Although this article is only aimed at HJ decoration company to do a certain degree of research in the quality of service,but at the same time for other decoration companies,the research process and conclusions of this article have a certain value of research reference,with strong The operability can also be applied to the research on the service quality of other decoration companies,which helps other decoration companies to concentrate limited resources to improve the service quality as much as possible,and look forward to changing the service appearance of the decoration industry.In general,based on the service quality gap model and the SERVQUAL scale,this article combines the features of the decoration industry and integrates the service quality gap model and measurement table that conforms to HJ Decoration Company.It finds that HJ Decoration Company has actual problems and causes behind it.Analysis,and then put forward a targeted improvement program,will help improve the quality of HJ decoration company services. |
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