Research On Property Service Quality Evaluation Of A Hydropower Station Camp

Chengdu WX Company,established in 2003,is a professional property serviceoriented company with equity cooperation of state-owned enterprises.The property service of hydropower station campsite is the characteristic business of WX Company,which mainly provides comprehensive property service for the campsite of hydropower generation enterprise builders.In recent years,the socialization of power generation enterprises has been reformed and market competition mechanisms have been introduced.Chengdu WX has obtained a series of market opportunities with its rich service management experience,and the company’s management scope has expanded rapidly.However,outstanding service quality issues are also becoming increasingly apparent.Customer reviews of property services have been uneven,which has had a greater impact on the company’s subsequent market expansion and brand influence.Therefore,the issues that urgently need to be studied at this stage include diagnosing the problems in service quality,analyzing the reasons for the formation of service quality gaps,and determining methods for improving service quality,thereby enhancing customers’ evaluation of service quality.This article takes the property service of a hydropower station campsite of Chengdu WX Company as a research case.On this basis,relevant theoretical knowledge such as service quality management,service delivery,service perception,and service quality gaps are used to research and analyze the problems and improvement measures of the property service quality of the hydropower station camp.First of all,the author has studied and researched the related theories of quality management,selected the service quality gap theory suitable for service quality research as the guiding theory to solve practical problems,and combed the elements,and researched the literature related to the theory.It was finally confirmed that the SERVQUAL tool was used to measure the property service quality of the hydropower station campsite.Then the author based on the five dimensions of service quality proposed in the service quality gap theory,combined with the actual situation to study and analyze the influencing factors of hydropower camp property service quality,revised the SERVQUAL scale to match and set up a hydropower station suitable for Chengdu WX Company SERVQUAL scale for camp property services.Through questionnaire surveys and customer interviews at the service site,the author diagnosed the gap between the real feelings of the users of the hydropower station camp property and the service expectations.The author summarizes these gaps into four types,namely,management awareness gap,quality standard gap,service behavior gap,and marketing communication gap.The author analyzes the performance and causes of these gaps and then proposes measures to improve the gaps.Finally,the author applied these service gap improvement measures to form a comprehensive decision-making proposal and applied them to all power station camp property services of Chengdu WX Company,and finally achieved good results.This paper establishes a service quality evaluation method based on the theoretical basis of the service quality gap,which is of great significance to the service quality management of the Chengdu WX power station campsite.On the one hand,it provides service companies with ideas for service quality management,on the other hand,it finds ways to improve the service quality of hydropower station campsites,which provides a reasonable and feasible basis for continuous improvement of service quality and enhances the company’s market competitiveness.