| As the Internet popularization and growth of family Internet bandwidth,China's online video industry developed rapidly,the size of online video paying customers was growing quickly.However,because our country regional network environment quality was very complex,the online video industry competition was intense.The online video company had to reduce costs and ignore the service quality,so it lead to customers for video software and video playback after-sales problems continued to grow,the service quality satisfaction continued to decline.The after-sales technical support service quality of all online video companies cannot be measured and unable to identify existing problems,the online video after-sales technical support service quality can not be guaranteed.Based on the above background,this thesis mainly studies historical documents at home and abroad,and L online video company after-sales technical support service quality as the object to study,build its after-sales technical support service quality evaluation model to do empirical research.By the sample data analysis to identify the key issues in the after-sales service points,it will find the key problems and put forward the improvement measures.In process of building the service quality evaluation model,this article will use the service blueprint,the big data mining theory and SERVQUAL model.Finally,some improvement measures will try out to run in L online video company a period of time,we will test the effect of improvement and really improve the L online video company after-sales technical support quality of service. |
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