Research On Quality Management Of Motor Vehicle Inspection Service In SY Company

In recent years,with the rapid growth of China’s economic level,the people have increasingly high requirements for quality of life.Many families are considering purchasing a car as a means of transportation when their income is stable.According to statistics,at the end of November 2012,on the eve of the first "National Traffic Safety Day",China had 239 million motor vehicles and 259 million motor vehicle drivers.By the end of November 2021,the number of motor vehicles in China had reached 393 million,1.64 times the number ten years ago;There are 479 million motor vehicle drivers,1.85 times the number ten years ago.The number of motor vehicles and drivers has both experienced a "blowout growth".According to the requirements of relevant national laws and regulations,annual motor vehicle inspections are required as regular mandatory inspections,and the social impact and role of annual motor vehicle inspections and the social conflicts between inspection agencies and vehicle owners are also receiving increasing attention and discussion.As the first batch of socialized motor vehicle inspection institutions admitted to Sichuan Province in 2010,SY Company has obvious advantages in terms of technical knowledge level and implementation experience.With the annual growth of car ownership and the rapid expansion of the number of motor vehicle inspection institutions in Sichuan Province in the past two years,the overall competitive situation in the motor vehicle inspection industry has become very severe.Providing good service to every car owner who comes to handle business while doing a good job in inspection and testing has become the core competitive point of motor vehicle inspection agencies.However,there is currently no service quality management evaluation system for the motor vehicle inspection industry at home and abroad.Therefore,this article takes the service management situation of SY company in recent years as the background,combined with the objective situation of business development in the industry,to analyze the service quality management of SY company.Using the SERVQUAL service quality model as the standard and combined with the actual situation of SY company’s inspection business,the article establishes 18 service quality scoring indicators for motor vehicle inspection agencies,and based on this,prepares a survey questionnaire for SY company’s service quality evaluation for questionnaire survey work,Analyze the collected effective data and relevant inspection data of SY company,and summarize the four main factors that currently affect the service quality of SY company,namely the need to optimize venue facilities and process planning,the lack of service awareness and skills among staff,the lack of internal evaluation and incentive system in SY company,and the lack of effective response measures for false advertising of illegal agency,And try to propose optimization strategies to address the above issues.Based on the actual situation of SY Company’s service quality management and combined with the actual needs of car owners,this article proposes strategies that can effectively optimize and improve SY Company’s service quality,making SY Company’s service quality become an industry benchmark,improving SY Company’s core competitiveness and reducing customer churn in the current severe competitive environment.