Research On Service Quality Improvement Of Company A Based On SERVQUAL Model

With the ubiquitous use of cars,vehicle sales have been getting more and more every year,ranking number one in the world for many years.Driven by the twin engines of economics and politics,the auto parts market has formed a momentum of rapid growth.However,the auto parts market in my country still has many disadvantages compared to the overseas auto markets.The development speed of my country’s auto aftermarket is relatively slow.Compared with the rapid development of foreign auto aftermarket,there is a huge difference.The specific manifestation is that there are still many shortcomings in operation methods,management methods,service levels and competitiveness.The current fierce competition in the auto parts market also poses more serious challenges to its marketing capabilities.In the current era of extremely high informatization,stick to the concept of customer relationship management and implement digital marketing,which is an important factor for success in fierce market competition.Terminals must manage customer relationships while managing money,property and accounts,and manage their own employees,customers and members.Company A’s software is a To B SaaS software system that integrates ERP,CRM and OA.To B SaaS is considered to be an industry with high revenue,fast growth,and high rates cash flow rates through lower costs.The performance of the US SaaS market is indeed the same.However,the Chinese SaaS industry has been developing slowly and has not shown the trend it should have.Company A is also facing severe customer loss.Upon analysis,we see that a company’s quality of service affects customer satisfaction and loyalty and even customer churn rate.Therefore,studying the service quality of A company is of great significance to A company.This article first presents the SERVQUAL service quality assessment model,which provides a theoretical basis for the A company’s service quality evaluation system.And builds the service quality evaluation of A company based on the SERVQUAL service evaluation model: reliability,safety,and ease of use The five dimensions of sex,responsiveness and empathy.Ease of use,responsiveness and empathy.Design a questionnaire based on 22 scores for each dimension,conduct a questionnaire survey,analyze the reliability and validity of the questionnaire,verify the scientific rationality of the indicators,and then evaluate the results through a combination of subjective and objective evaluation methods.So as To get an appropriate promotion strategy.The most important need to do is to improve the service quality of the SaaS industry.This article compares Company A’s Qo S perception with the overall SaaS industry experience for customers who have used Company A’s SaaS software,we can get the way to improve service quality.We can get the way to improve we can get the way to improve service quality,from the development strategy,we can get reference significance,it can be a reference value for the service quality of the entire SaaS industry.