Discussion On The Countermeasures For Bridging The Gap In Service Quality Of JP Company

With the rapid development of economy,the development of home building materials stores in China is changing rapidly.Meanwhile,the competition between home building materials stores is becoming increasingly fierce.The high quality of service is crucial to take the competitive advantages between home building materials stores.To a certain extent,it determines the final economic benefits of home building materials stores.JP company is a home building material store.With the increasing competition in the industry of home building materials,Annual sales have declined in varying degrees in recent years.One of the main advantages of main competitor,the Red Star Macalline,is its excellent quality of service.Meanwhile,consumer complaints about service quality have increased year by year in recent years.Therefore,it is imperative for JP company to improve its service quality.This study takes the service quality gap model as the basic framework.The questionnaire survey shows that there is a gap in the service quality of JP company,that is,the existence of customer gap.Through interviews and service quality gap model,this study analyzes four gaps of the status and causes which are the reasons of customer gap.On this basis,effective and feasible countermeasures are put forward to narrow the gap of JP service quality and improve the service quality of JP company.According to the service quality scale,the questionnaire of JP company's service quality was designed.The service quality of JP Company is measured in five dimensions(reliability,responsiveness,assurance,empathy and tangibles).SPSS19.0 was used to analyze the reliability and validity of the questionnaire.It is concluded that the questionnaire has good reliability and validity.At the same time,JP company's service quality measurement results were statistically analyzed.It can be seen that the five dimensions of service quality of JP company are have different gap in expectation and perception.The overall quality of service gap is-1.257.The conclusion is that the customer gap exists between customer expectation and customer perception.Based on the service quality gap model,we can see that customer gap is the core gap of service quality gap.The causes of customer gap lie in the existence of four gaps:cognition gap,standard gap,transmission gap and communication gap.Through interviews with managers and employees of JP,we analyze the four gaps of the status and the causes.On this basis,the countermeasures to narrow the gap of service quality of JP company are proposed as follows:Strengthen the study of customer expectations,improve customer service standards,strengthen the effectiveness of service delivery,strengthen the integration of service marketing communication.This study provides a scientific basis and direction for managers of JP to improve their service quality.It has important practical guiding significance for improving the service quality of JP company.At the same time,it will provide some reference for other industry of home building materials related quality of service research.This study improves the application of the service quality model and the service quality gap model.The theory of service quality has been extended and extended to a certain extent.At the same time,it enriched the theory of service quality of home building materials industry.