Study On The Strategy Of Improving The Quality Of Maintenance Service Of U Elevator Company

Since the implementation of reform and opening up,China's economy and culture have been developing rapidly.Especially in the new situation of rapid urbanization,the application of elevator is very important in the construction and operation of high-rise buildings.At this stage,the development of elevator enterprises shows a prosperous trend in society.No matter any enterprise,only having stable customer is the important foundation and premise to promote the healthy and sustainable development of enterprises.And the most basic needs of customers is that enterprise can create corresponding value for customers.In the market economy environment,many enterprises have changed their production patterns,especially manufacturing enterprises,which have begun to pay attention to the quality of after-sales service to customer in their business development.At present,China's huge elevator market,to a certain extent,has promoted the prosperity and development of China's elevator enterprises,and U Elevator Company,as a company with outstanding competitiveness,has always adhered to the concept of serving the people.In this context,it is an urgent issue to pay attention to the working status of employees,improve customer satisfaction and service quality of the company.Firstly,in the part of theoretical analysis,the factors of customer gap and customer expectation are analyzed.Combining with the theory of service quality gap model,the meanings of five gaps are analyzed,and the factors affecting service quality are analyzed.The SERVQUAL scale and its five dimensions and 22 sub-items are introduced briefly.It is clear that the SERVQUAL scale is an important tool for measuring service quality.Secondly,this paper introduces the service situation and company structure and process of U Elevator Company,analyses the market competition situation faced by U Company and the service situation of elevator industry,and clarifies that U Company needs to further improve its service quality in order to enhance its market competitiveness.Thirdly,in order to further understand the service quality gap of U elevator company,we use SERVQUAL scale to survey the customers of U elevator company,and analyze the survey results from five dimensions of the scale and five gaps of servicegap model.The problems existing in the U company's service process are obtained.And combined with the actual situation of U company,the problems are analyzed.Finally,according to the problems and reasons of the service quality of U company,from the aspects of digital innovation of elevator maintenance,establishing excellent service system of elevator maintenance,upgrading the professional skills of elevator maintenance personnel,optimizing the internal process and so on,the strategies of improving and upgrading the service quality of U elevator company are put forward.