| With the rapid development of China’s economy and the increasing demand for high-quality legal services in the emerging fields,the single legal service in the traditional form has been unable to meet the increasing demands of the parties.As an important basic factor in the legal system,lawyers and law firms are also facing huge challenges in the industry transformation.For small and medium-sized cities with a high proportion,the density of their law firms leads directly to the uneven distribution of cases and the increasingly fierce competition in the legal service market.Therefore,how to improve the service satisfaction and popularity of law firms so as to establish a foothold in the complex legal service market has become the key to win the legal service competition among law firms.This paper fully studies the service quality,customer satisfaction and loyalty,and list the connotation of quality of service development,the introduction of PZB model,shandong LY law firm,for example,points out that most of the service object for a natural person and small and medium-sized enterprises,the service object can be less selective,and to provide legal service is still given priority to with the traditional litigation and allograph legal documents,business scope is relatively narrow,accusing the business involved is not large,legal due diligence,as well as the law firm as a whole service like traditional forms.In view of this,this paper analyzes the problems in the legal service provided by the law firm in the following ways:1.SWOT quantitative research.SWOT analysis of traditional subjectivity is stronger,optional the gender is big,so this paper used the SWOT quantitative research methods,including the critical success factors analysis,external factor evaluation matrix and internal factor evaluation matrix and SWOT strategic point,indicate the LY law firms should take S + O growth strategy,play high quality talents,high quality legal services,excellent geographical location and the advantages of the good social reputation,grasp the emerging field of the increasing demand for high quality legal service and social members legal consciousness enhancement,the development of the Internet for law firms to provide legal services of external way,industry charge standard to improve,and other opportunities,Achieve their own breakthroughs and beyond.2.Questionnaire survey.For customers in a law firm,in the process of writing,the author through the questionnaire star online questionnaire and data collection,the type and degree of satisfaction to the client for the single factor analysis of variance,and the research object is divided into loyalty,swing and three types of traitors,the three different types of customers has significant differences in the law firms service satisfaction,quality of service there is significant positive influence on customer satisfaction,and customer’s perfectionism personality play a regulatory role in it.Therefore,only by attaching great importance to the service quality output of the institute,improving customer satisfaction,fixing the "loyal" among customers,and wooing "swing" can the institute further stabilize and expand its customer base.In order to endow the conclusion of this paper with stronger operability,this paper takes the 7Ps theory and law firm management as the theoretical perspective,and starts from the current situation of the law firm LY in shandong province in terms of the service of lawyers and customer satisfaction,and puts forward specific Suggestions for the firm to improve customer satisfaction.Product strategy(in providing legal services at the same time,pay attention to guide customers lesson),pricing strategy,according to the different needs of different customers,difference of product pricing,adjusted price),distribution channel strategy(abandon single channel distribution,broaden the marketing channels,active development of indirect channels of publicity),promotion strategy,through advertising,public relations,marketing and spread the good word of mouth to expand product coverage of the law firm legal services),personnel strategy,improve the ability of the firms are members of the business,improve service attitude),service process strategy(the law firms from three stages of pre-sale,sale and after-sale are unblocked communication channels,Maintain long-term contact with clients,so as to form a virtuous cycle of cooperation)and tangible display strategy(improve the office environment of the law firm and the internal and external image quality of lawyers,so as to gain the trust of clients).By studying the above problems and putting forward feasible Suggestions,it will be beneficial to enrich and enhance the satisfaction of law firms with their legal services and provide more competitive legal services for parties seeking legal help. |
