Research On Service Quality Evaluation Of Testing And Calibration Institutions Based On Customer Perception

With the development of big data,cloud computing,blockchain and other information technologies,the market competition is increasingly fierce,and product quality becomes the key to the success of enterprises.The service quality of detection and calibration institutions plays an important role in consolidating product quality.In this scenario,that how to ensure the service quality continuously and effectively is the advantage of testing and calibration institutions and even enterprises.Due to the opening of testing and calibration market,customers have higher and higher requirements for the service quality provided by testing and calibration institutions,which requires them to create fair,impartial and effective testing products and provide higher service quality.Therefore,how to build a scientific and reasonable service quality evaluation system and service quality evaluation model to evaluate the service quality of testing and calibration institutions and improve their service quality is an urgent problem for testing and calibration institutions.The purpose of this study through the research of service quality evaluation of testing and calibration institutions is to analyze the weak links and laboratories of testing and calibration institutions,improve the service quality of testing and calibration institutions,provide basis for the managers and decision makers of testing and calibration institutions,and provide reference for the same industry institutions.First of all,based on a systematic review of the domestic and foreign theories of service quality and customer perception,according to the service process of inspection and calibration institutions,this paper analyzes the components of customer service center,laboratory and quality supervision department and establishes an index system of inspection and institutional service quality.Secondly,compared with the commonly used methods of service quality evaluation,this paper selects AHP,fuzzy comprehensive evaluation and data envelopment analysis to build the service quality evaluation model of inspection and calibration institutions.Finally,through empirical research,this paper uses the fuzzy comprehensive evaluation method to evaluate the overall service quality,analyzes the evaluation results,and puts forward countermeasures for the weak links of the service quality.This paper uses the combination of fuzzy comprehensive evaluation and data envelopment analysis to evaluate the relative efficiency of the service quality of each laboratory.According to the results of the relative efficiency evaluation,we put forward the countermeasures to the low efficiency laboratory.The research results show that the inspection and calibration institutions improve service quality on the basis of ensuring fair,just and effective service.On the one hand,they should pay attention to the responsive service quality of the whole institution,enhance the awareness of information construction,adopt advanced information technology means,cultivate the awareness of service personnel,and improve the efficiency of service personnel.On the other hand,they should pay attention to the laboratory service quality with relatively low service quality and efficiency,analyze the advantages and disadvantages of the laboratory with relatively low service quality and efficiency,and specifically stabilize the advantages and improve the disadvantages.