Research On Service Quality Evaluation And Improvement Countermeasures Of S Elevator In A City

Elevator service quality is the foundation and core of S elevator service management,which plays a key role in S elevator service customer satisfaction.S elevator which always relying on the brand advantage realized by manufacturers,is facing increasingly fierce elevator service market competition in A city.On the one hand,S elevator is facing the transformation stage from group independence to elevator business unit development,and the recognition of the new brand in the original market has been affected.On the other hand,S elevator needs the transformation stage from traditional manufacturing industry to manufacturing service enterprise.At the same time,withing the localization of A city elevator service company to further seize the service market,especially homogenized service and low-price competition,the profit margin of S elevator A city service department is not optimistic.Therefore,how to create brand value and find new growth points through service has become a new issue for S elevator.In this context,S elevator must adhere to the service concept,customer-centered,and keep the service quality level of elevator manufacturers,but how to evaluate the service quality level of S elevator has become a difficult problem in the service quality work.This paper takes the service department of S elevator A city as the research object,through investigation,master the service process and service content of the elevator service department,analyze the technical ability of employees,technical training status,procurement process of spare parts,fault maintenance efficiency and other status quo,as well as the lack of practical training of employees and the lack of elevator maintenance ability.New and old staff technical fault,customer complaints are increasing;The process of purchasing spare parts is complicated and the efficiency of elevator maintenance is low.Based on the problems such as weak service consciousness of employees and lack of effective work supervision,the SERVQUAL evaluation scale was modified by using interview method and questionnaire method,and the elevator service quality evaluation scale composed of five dimensions,tangibility,assurance,reliability,economy and responsiveness,and 20 secondary indexes was constructed.Richter five-point scale was used to evaluate service quality quantitatively,and the scores of service quality perception,expectation and importance were counted.Through quantitative analysis,the service quality gap score is calculated,and the service satisfaction score and contribution degree are obtained through weight calculation.The "importance-satisfaction" four-dimensional matrix analysis method of IPA is adopted to analyze the differential influence of five dimensions on the service quality,and the improvement countermeasures and suggestions are put forward.The results show that:first,the highest score of service quality evaluation is 0.04 in the tangibility dimension,followed by the assurance,reliability and economy dimension,and the lowest score is-0.36 in the responsiveness dimension.Secondly,the key areas to be improved are identified as "high importance-low satisfaction" areas,including the urgent service elements such as timeliness of elevator maintenance.Finally,it puts forward to promote the application of big data technology,fine supervision to improve quality development;Strengthen the service training of technical personnel to improve the efficiency of maintenance troubleshooting;Establish customer payment credit management,simplify the elevator spare parts procurement process;Add elevator additional value-added services,give full play to the manufacturer’s resource advantage suggestions and countermeasures.Evaluate the elevator service quality from the perspective of customers,improve the level of service quality,break through the homogenization and low-price competition,and realize the high quality and stable development of elevator service department.Based on the above analysis,the evaluation of service quality level and the research on improvement countermeasures in S elevator A City have practical significance for S Elevator A to continue to achieve operating income growth,break through the homogenization of market services,maintain and expand the basic plate,quickly find potential growth points,and even realize the transformation of S elevator sales and services to subscription digital elevator services.