Research And Implementation Of Enterprise Service Quality Evaluation System

Today's booming economy,China is in a rare period of strategic opportunities,with the date of the service sector in the national economy's Gross weights ratio,how the national economy steady development with foreign advanced management,well-funded company competition has become increasingly important;how to provide customers with satisfactory service and how the scientific definition of the level of evaluation of quality of service has become an important issue,evaluation of the quality of service is the key to service management.Service evaluation system is service quality,customer satisfaction and brand building,the current job evaluation system,whether it is the job evaluation system or the performance appraisal system in order to promote the fulfillment of the responsibilities of work,the completion of the work goals and performance indicators.This article through the integrated use of statistical and scientific method to establish the Service evaluation model and the quality of service management system,and proposed methods of service quality evaluation.The main research work is as follows:(1)Firstly,the quality of service of the status quo,the initial definition of the basic concepts of quality of service and service quality and customer satisfaction;related to the evaluation of the service evaluation object,index management,design a set of service evaluation process.(2)The integrated use of paper KANO model,service quality gap model,SERVQUAL model,the SERVPERF model of comprehensive evaluation of enterprise services from the customer perspective proposed enterprise service quality evaluation model and service quality evaluation system;(3)This paper combines specific enterprise service quality evaluation requirements,application service-oriented SOA technical architecture and Web Service technology,design and implement an enterprise service evaluation system.The paper further integration of the business practices of service quality evaluation,the process of building Web Services technology and J2EE technology used in service quality evaluation system,and achieved good results.Research papers on the theory and practice of service quality evaluation system construction support,and ultimately improve quality of service system,enhance service quality and adding fuel to the flames.