Research On Quality Improvement Of After-sales Service Of Trane Air Conditioners

Since the 1980 s,foreign HVAC brands have entered China,with the rapid development of national economy,HVAC manufacturing and service business has also obtained a huge market prospect.According to the summary report of China's HVAC market in 2018,the economic profit in this field is more than 100 billion yuan.In recent five years,the industry of central air conditioning has gradually become rational and stable,with the increase of the proportion of the corresponding after-sales service revenue,the service part must be the key development direction of HVAC enterprises.The North China has all types of refrigerator products of Trane air conditioner.How can enterprises increase sales,expand market areas and ensure technology under such abundant market conditions? Based on nearly 10 years' working experience in the HVAC industry,the author studies theory which based on the customer's expectation and satisfaction,and analyzes the actual situation of Trane service department by using the service quality gap model and SERVQUAL service quality scale which is created by Christian Gronroos.This paper sorts out and reviews the theories related to service quality at first,expounds the concepts related to customer perception service quality model and service quality gap model,and reviews the relevant literature of HVAC service industry.Combining with the research object of industry background and the company background,the use of the service production system model and the service quality gap model from different angles to the object of study of service quality problem analysis,the result is the Trane Air Conditioning service department in the company's HR investment especially technical engineer reserve insufficiency.It is believed that bridging the transmission gap and communication gap proposed by the author can improve the current situation of the existing service business,and lay a good foundation for the company's future overall business development and market competition.Based on the SERVQUAL theory,the author proposed several ways to bridge and guarantee the transmission and communication gaps.