Research On The Improvement Of Customer Service Quality For Hantong Beidou Vehicle Network Platform Based On The SERVQUAL Model

Since 2000,the communication and information-based industry has been developed vigorous in China.By 2009,the wave of Internet of everything is sweeping all over the world,and the number of motor vehicles is also growing rapidly.Under this situation,Chinese connected car came with it.In 2014,with the opportunity of promoting road supervision by the Ministry of transport,Hangtong Beidou Logistics Information Technology Co.,Ltd.established a vehicle networking platform which is dedicated to vehicle supervision,vehicle intelligence and intelligent transportation.In recent years,people's demand for the application of the connected car has become more and more intense.The Beidou platform of Hangtong is adhering to develop the connected car business,meanwhile,constantly exploring the new trend for the development in the market.Therefore,the research object of this paper is the Beidou connected car platform of Hangtong,and studies how to evaluate the service quality and improve the service quality under the development trend of service,so as to enhance the core competitiveness of the platform for Hangtong.The research content of this paper includes eight chapters.First of all,obtain the theory and research results of connected car and service quality from the experts and scholars,establishing a comprehensive understanding of the service quality in the connected car platform.Secondly,based on the five-dimensional framework of SERVQUAL model,including tangibility,reliability,responsiveness,assurance and empathy,and the theory of perception expectation gap.This paper makes a clear quantitative analysis on the customer service quality of Hangtong Beidou vehicle platform.Through the quantitative analysis,we can clearly find the problems in the service process.The results show that the service quality of the platform is lower than-1,which means it's a poor level.And the customer perception value of 22 service indicators covered by service quality is lower than the value of customer expectation.The problems of reliability and assurance are more prominent,which need to be improved and made as a strategic priority.The problems of responsiveness,tangibilityand empathy also need to be improved.After confirming the priority and direction of the improvement,the paper puts forward the full-scale improvement measures for the Beidou connected car platform.After the comparison of the improvement between before and after,it can clearly see the significant effect.In addition,during the research process,we found that the service of the connected car platform has a strong Internet service attribute,most of the situation are non-contact services.Although the service of connected car platform is very different from that of the traditional industry,its performance stability and business continuity can also be perceived by customers.Therefore,the research on the improvement of the service quality for Beidou connected car platform of Hangtong can not only solve the problems of its own service,but also provide a reference for other vehicle networking enterprises in improving the service quality.In conclusion,the improvement of service quality is a long way.It needs overall planning and continuous improvement methods to ensure it is practicable.I will also keep doing research and demonstration on customer service quality and improvement measures in the future work.