Study On The Improvement Of After-sales Service Quality Of L Company

With the rapid development of the economy and the rapid advancement of urbanization,the income and living standards of urban residents in my country have improved significantly.However,at the same time,the problems of water resources being polluted by the environment are becoming more and more prominent,and the drinking water safety problems caused by this have become the focus of urban residents.In 2015,the "Water Ten" issued by the State Council and the 19 th National Congress of the Communist Party listed drinking water safety as the focus of people's livelihood issues and helped the development of the water purification industry from the national policy level.On the one hand,the prospect of the water purification industry continues to improve;on the other hand,the technology of the water purification industry is mature,and the homogenization of water purifier products is serious.Therefore,how to provide high-quality and efficient after-sales service has become a breakthrough for enterprises to win in the water purifier market.Based on this environmental background,this article selects L company,a benchmark enterprise in the water purification industry,as the research object to analyze and research the quality of its after-sales service.The goal is to locate the current problems of after-sales service and to dig out the causes of these problems in order Formulate plans to improve after-sales service quality.This article starts from the current situation of L company's after-sales service and obtains customer feedback data for L company's after-sales service by compiling the SERVQUAL scale for questionnaire survey.Furthermore,on the basis of the data,using the quartile graph model analysis method,it is confirmed that it is a service evaluation index with low satisfaction but high importance.By combining the actual after-sales service data for further analysis,the problems of the quality of after-sales service of Company L are located and the root cause of the problem is dug in.Finally,the company's after-sales service quality management system is optimized,and the corresponding after-sales service improvement plan is formulated to improve the company's after-sales service quality level.The main research methods used in this article are the combination of literature research,theoretical research and empirical analysis,empirical analysis-based research methods,and qualitative analysis and quantitative analysis.The exploration of after-sales service management in the water purification industry and the proposed service quality improvement suggestions in this article provide a useful reference for the company's future development,and at the same time provide a reference for other companies in the water purification industry to improve after-sales service management.