Research On The Service Quality Of YREC's Experimental Center

China is the largest construction site in the world in 21 st century and the construction of various railways,highways and infrastructure is leading the rapid development of China's economy.In the meanwhile,the third party engineering testing institution is rising directly to a high position by taking this opportunity.Having experienced the golden development from 2013 to 2016,the development of the third party engineering testing institution is gradually entering a new stage now.State-owned inspection,private inspection and foreign investment inspection are constantly improving their operational capabilities to share more of the market.Due to the the transformation of YREC experiment center from institution system to state-owned company,more and more intensive competition is coming.The change of the system is not only a challenge,but also a greater opportunity.The fierce competition environment urges the experimental center to adapt,reform and improve continuously.In recent years,the "supply side reform" put forward new requirements for all aspects of the experimental center,adjusting structural supply to better meet the needs of customers.Therefore,quality inspection institutions should pay high attention to the customer relationship,through various training help to promote with the customer to establish good relations,strengthen of customer relationship management,and enhance the quality of customer service,in order to get the competition advantage in the market.Combined with the actual situation of the experimental center,questionnaires and semi-structured interviews are used as the means to study the quality of customer perceived service.The questionnaire is based on the classic "service quality gap theory".According to the survey results,there are service quality problems in the three stages,which are fore-test stage,during testing stage,and after test stage.The matters mainly focus on the lack of timely response to customers' needs,the lack of appropriate communication methods among employees,the lack of personalized testing projects in the center,the lack of rigid and innovative thinking of the whole staff,the lack of professionalism of equipment and personnel,the failure to establish customer segmentation files,and customer complaint management The management mechanism is not perfect.The causes of the current matters of the experimental center are diversified,some are historical reasons,some decided by the special position of the branch of the YREC company,some are mismanagement,corresponding to the current problems.The reasons can be summarized as the lack of corporate culture and the weak sense of service,the difficulty of communication to customers with the lower level of professional quality,the lack of the source power to create differentiated testing projects,the lack of incubation and innovation The enterprise environment of achievements,the contradiction between cost control and development,the failure of customer filing in daily work,and the neglect of customer complaint management mechanism.According to "customer segmentation theory" and "customer satisfaction theory" and combined with the actual situation of the experimental center,the conclusion about the service quality of the experimental center is drawn from the analysis of the reasons,and the corresponding improvement measures are put forward: attaching importance to the responsiveness of the testing personnel to the customers,improving the communication ability of the testing personnel,customizing the testing items,encouraging the continuous innovation of the testing personnel,testing equipment and the improvement of personnel quality,the establishment of customer segmentation files,the establishment of complaint platform for customers.