A Research On The Service Quality Improvement Of International Logistics Cargo Claim Adjustment For A Surveyors?Adjustors Company

The major business of overseas business section in A Surveyors & Adjustors Company that is to act as a third party mandatory of the insurer,and arrange the site survey for the subject matter insured and deal with the claim adjustment of cargo insurance for the insured.A Surveyors & Adjustors Company offers its service of the Claim adjustment and survey,the service quality has a great related on its reputation and benefits.Service quality is the life of A company,in order to make A company to be more competitive in the market,the way is to provide the high service quality to customers.Due to there is market competition and high demand from the customers at present,A company needs to improve the existing problems which happened in the process of service,also the potential problems should not be ignored and be discovered in advance,for making more detail procedure analysis and defining the service principles,the great value will be created during service for A company's customer and gain more customer's satisfactions.Therefore,it's very important and necessary for A company to improve its service quality.In this paper,we try to understand the problems by voice of customer at the beginning;we have collected the problems which we have met during our daily business.Base on the theory of SERVQUAL,according to the five dimensionality,combine with the reality of A company and create the two service quality questionnaires for the two kind of customers,the insurer and the insured;according to the quantitative results from the questionnaires,find out the questions which have effects on the customer satisfaction,then analyze the cause of the problems from five perspectives,man,machine,material,method and environment;the reasons to be summarized for ascertaining that the elements which caused the problems,were throughout the service process,and the improvement for service quality should be made throughout the service process;According to the service design theory base on operation management,service blueprint be created for define the different stage in service procedure,and different stage with its service contents,also the service should be completed according to the service specifications and delivery specifications;in practice,A company has carried out the targeted staff training,work manual and service emergency plan were be created.In the end,we made a comparison between before improvement and after improvement by DPMO calculation and we knew the result of the improvement,and ascertained that delivery is the difficulty of service quality,and our further suggestions were made.In conclusion,this paper has put forward the analysis methods and the suggestions for service quality improvement of A company,it has the practical and pertinence meaning for service quality improvement.