Research On Service Improvement Of Hq Company Based On Service GAP Model

The development of the Internet has changed the way people communicate and habits,and has also changed and enriched the way trade between enterprises and enterprises.Through the Internet,customers communicate and trade more quickly and conveniently.With the popularity of e-commerce,enterprises are increasingly relying on the network to trade,from traditional face-to-face communication to network communication,and the demand for network services is increasing day by day.Therefore,higher requirements are placed on the quality of network services.In the e-commerce environment,service quality management has gained more and more attention from enterprises and academia.Research based on service quality is an important part of the company's strategic adjustment.This thesis takes HQ company as the research object,based on the research of HQ company's service quality status,focuses on the specific reasons of service problems,and proposes effective and targeted improvement and optimization solutions.On the basis of combing and summarizing the relevant literatures on service quality of domestic and foreign scholars,reference the five dimensions of tangibility,reliability,responsiveness,guarantee and empathy in the SERVQUAL model,combined with the characteristics of the vertical B2 B e-commerce platform.The 22 measurement indicators in the model were optimized to 30 new evaluation indicators,and the HQ company's service quality questionnaire was compiled using the Likert 5 rating scale.This survey collected 477 valid questionnaires and obtained customers.HQ's service quality perception and service expectation first-hand information,and analysis of reliability and validity,and through simple formulas,calculated,obtained service expectations-perceived gap scores,and analyzed the scores one by one With the low reason,the problem is one of the important directions of this thesis.Finally,based on various problems,a series of optimization strategies with vertical B2 B e-commerce platform features are proposed.Based on the service gap model,the HQ company's service quality gap and its causes are comprehensively understood.The entire research process,combined with the characteristics of the vertical B2 B e-commerce platform,optimizes the research papers of the service quality gap model,and proposes a targeted test paper.The specific solutions,these two aspects have a certain reference role in the study of the service quality of the vertical B2 B e-commerce platform.