Study On After-sales Service Quality Of K Company

As the old saying goes,food is the life of people.The steady and rapid development of the food and beverage industry has always been an important strategy for countries around the world to ensure people’s livelihood and social stability,as well as an important cornerstone of social and economic development.The rapid and healthy development of food and beverage industry depends not only on the research and development of food and beverage,but also on the process engineering system used to produce food and beverage.Food and beverage engineering projects involve a large amount of on-site work of installation,commissioning,inspection and acceptance.If the food and beverage engineering supplier can’t provide the successful service work,it’s impossible to run engineering system successfully to produce food and beverage,so after-sales service quality has always been an important factor of food and beverage engineering industry.Especially today,food and beverage process engineering system involved in the mechanical and electrical,HVAC,fire protection,civil work,which have been in a mature and stable development phase,the product homogeneity becomes more and more serious,the food and beverage engineering firms are in fierce competition,so excellent enterprise should not only provide first-class products,but also shall provide first-class after-sales service.K company is a leading company of food and beverage process engineering industry,providing various engineering equipment for front process system of the food and beverage industry and filling,packaging,palletizing and other engineering equipment for the back-end system.However,in recent years,the after-sales service quality problem of K Company has been particularly serious,often receives customer complaints,customer satisfaction survey after the completion of the project is not good neither,so how to improve the after-sales service quality has become an urgent and important development problem of K Company.Based on the theory of the customer perception service quality model,the service quality gap model,other related literature and experts survey,this thesis puts forward the hypothetical problems of K company’s after-sales service quality: lack of efficient communication internally and externally,service quality standard of flawed,imbalance service supply and demand,supplier product quality problems,human resources management defect.Through the deep analysis,it comes out the reasons for these five problems,including the Lack of professional and technical knowledge and service awareness,incorrect formulation and transmission of service quality specifications,unclear after-sales service plans,poor supplier management,and imperfect human resources system.Finally provide the measures to solve these after-sales quality problems: Strengthen after-sales service awareness and knowledge training,design good service quality specifications,strengthen measures to deal with fluctuations in after-sales service demand,strengthen supplier management,and improve human resource mechanism.Through these measures,it is able to reduce the service quality gaps,improve the customer satisfaction.