Construction Of The Quality Evaluation System Of The Whole Process Cost Consultancy Service Based On The KANO Model

With the large-scale construction of engineering projects in my country,the closely related engineering cost consulting industry is playing an increasingly important role in controlling investment and saving construction funds.Cost consulting enterprises not only play the role of executor in the cost consulting services of the client,but also play the role of counselor.The quality of its service will directly affect the benefits of the client’s project cost management.The high-quality service quality will create a good corporate image and reputation for the company,bring more loyal customers,and become a weapon for differentiated competition.However,the current domestic cost consulting industry generally has some problems:low investment estimation accuracy,incomplete content,poor quality of economic evaluation,"heavy construction,neglect design",management of material supply of A is chaotic,slow review progress of settlement data,long cycle,etc.,This will have a serious impact on the entrusting party’s entrusting behavior[1].Therefore,it is imperative to establish a complete quality evaluation system for engineering cost consulting services for engineering cost consulting agencies that are in a critical period of development.The thesis first expounds the concept,principle and implementation of the whole process cost consulting service,and studies the service quality theory,which lays a theoretical foundation for the establishment of a cost consulting service quality evaluation model.Secondly,according to the whole process,the cost consulting service is divided into five stages,namely,the decision-making stage-the design stage-the contracting stage-the implementation stage-the completion stage.The service content of each stage is analyzed combined with the current situation of domestic cost consulting companies.And analyze the existing problems of service quality.Third,the paper summarizes some evaluation indicators based on the main problems and influencing factors in the quality of the whole process cost consulting service obtained above,and then combines my country’s research on other service quality evaluation indicators of cost consulting and SQL scales,as well as the cost consulting industry and According to the opinions of professionals such as the entrusting party,another part of the evaluation index is obtained to construct the initial evaluation index for the quality of the whole process cost consulting service,and through the analysis of importance and degree of subordination,22 whole process cost consulting service quality indicators are selected;and then combined After the KANO quality evaluation classification model with positive and negative satisfaction ratings,the whole process cost consulting service quality evaluation model is constructed.Finally,according to the collected valid questionnaire data,we will sort out and analyze the importance of the questionnaire data,do descriptive statistics,reliability test,validity test,average satisfaction level calculation,etc.;and be satisfied according to the positive and negative aspects of the calculated indicators Average X_iY_iand positive and negative problem satisfaction thresholds,classify the demand attributes of each quality evaluation index,and get the quality evaluation index decision matrix.On the basis of the demand attributes of each indicator and the overall sample decision matrix,the overall improvement suggestions for each decision-making area indicator in the matrix are put forward,and the service quality improvement suggestions are put forward one by one according to the size of the decision value for the evaluation indicators of the"key improvement area".The conclusions drawn point out the direction for cost consulting companies to improve service quality.