Research On Evaluation Of After-sales Service Quality Of A Company

With the continuous development of economy,the competition in the manufacturing market is more and more fierce and it is difficult to maintain product advantages.Most manufacturing companies focus the competition on customer service,especially after-sales service and in the process of providing products pay more attention to provide personalized customer services and other value-added services for customers.Customer service quality in the manufacturing enterprise has become a critical aspect in the fierce competition.But most manufacturing-oriented enterprises have a lot of problems,for example lack of maintenance personnel,the low maintenance personnel skill level and other issues.These problems have severely restricted the development and growth of manufacturing enterprises.Therefore,it is necessary to establish an effective evaluation system of after-sales service quality for manufacturing companies and it can promote its rapid development.Firstly,this paper reviews the relevant theories of service quality and after-sales service both at home and abroad,analyzes and compares service quality evaluation model and evaluation method,and ultimately determines the service quality gap model and SERVQUAL scale as the theoretical basis of this article.Then through the literature summarized and expert interviews,this paper establishes pre-survey questionnaire and according to pre-research results generates a formal survey questionnaire.Finally,this article forms an evaluation system of after-sales service quality that includes six dimensions of tangible,reliability,responsiveness,professionalism,empathy,economy as well as 20 service quality indicators.The result of customer perceived and expected quality of service shows that Company A has a lot of problems such as responding to customer slowly,low maintenance skills and lacking transparent maintenance fees.In response to these problems,this paper proposes to recruit more experienced maintenance personnel,improve the performance appraisal system for maintenance personnel,strengthen training practices and offer relatively open quotations and other measures.This study has guiding significance for the improvement of after-sales service quality of the same type manufacturing enterprises,and also has reference significance for improving the after-sales service quality of manufacturing enterprises.