XieZheng Company Service Quality Diagnosis Study

With the development and progress of society,parents pay more and more attention to their children's education.Educational training institutions are in the golden age of flourishing development.As a main training institution for primary and secondary school extracurricular tutoring,the co-positive education is developed in this tide,and the market share is in the leading position in the local area.The prosperity of education and training market attracts more investors to enter this industry,and the competition is more and more intense.In order to cope with challenges from competitors,education and training industry urgently needs to improve service quality.After reviewing the relevant theories and applications of service quality at home and abroad,the SERVPERF model,which is more feasible and reliable,is chosen as the theoretical basis.Through the applicability of the original scale and the management interview,the quality of service evaluation system suitable for the education and training industry is constructed.The system includes 6 dimensions of physical,reliability,responsiveness,assurance,empathy and effectiveness.We completed the design of the quality of service questionnaire,a total of 6 dimensions,31 items,and determine the weight of each dimension and its subordinate items.After statistical analysis of the data collected by the questionnaire survey,we found that there are some problems in the quality of service of the co positive education company,of which the scores of two dimensions of tangible and effective are low.In view of the problem of service quality found in the survey,some suggestions are put forward to improve the service quality of the co positive education company through the promotion of corporate image,the enhancement of teachers' strength,and the implementation of service innovation.This paper makes a summary of the problems and shortcomings in the quality of service and explores the implications of the diagnosis on the quality of service in the education and training industry,so as to provide some reference for the study of the quality of service of the education and training institutions.