Research On Service Quality Evaluation Of TGZF Water Supply Compan

As we all know,water is the source of life,water supply industry has monopoly and particularity in the nature of the industry.For a long time,water supply enterprises all over the country have the nature of state-owned holding,most of the enterprises are affected by the concept of planned economy system,service consciousness is weak,most of the water supply enterprises adhere to the service concept of "me first",not from the user to consider the service problem.In recent years,with the promotion of the mixed reform of state-owned enterprises,one after another water supply enterprises have been integrated into foreign capital,and more outstanding ones have been listed.As a local water supply enterprise,TGZF Water Supply Company always aims to create water supply services that satisfy the people.Although the enterprise has completed the system reform,the service quality of the company has never been improved by leaps and bounds.Through the research of service quality evaluation,this paper analyzes the advantages and disadvantages of TGZF Water Supply Company in the quality management of each service link,and finds out the management process problems in the customer service process.The service quality evaluation of TGZF Water Supply Company is mainly carried out by combining internal evaluation and external evaluation.The internal evaluation mainly takes the urban water supply service standard as the reference standard,analyzes the gap between the service indicators of TGZF Water Supply Company and the national standards,and finds out the current service quality problems.Secondly,interviews are conducted with internal employees and middle and high-level employees of the company,and the interview data are encoded by MAXQDA Software,Analyze the internal service quality problems of the company;The external evaluation mainly uses SERVQUAL service quality model scale for data statistical analysis,and uses the gap between expected data and perceived data to diagnose various problems in the company’s services.According to the problems found,we will aim to reduce the company’s production and sales gap index,take the service profit chain as the guide,and take the company’s existing service system documents as the basis to solve the problems that lead to the dissatisfaction of the user’s service experience.We believe that the company should establish a standardized service process;Strong performance management and strengthened staff service orientation;Implement the service commitment to complete within the specified time limit,enrich and optimize online business channels.Improve the overall service quality of the company by solving the service pain points that people pay attention to.