| In recent years,the sharing economy and service economy have become an important driving force for the high-quality development of China’s economy and the source of new economic growth.The competition for service quality among enterprises in the service industry has become increasingly fierce,let alone the sharing office industry,which is good at "service".The focus of shared office enterprises is service.High-quality and efficient services promote the benign relationship between shared office enterprises and settled customers,improving the market competitiveness of office sharing enterprises,promoting the high-quality development of office sharing enterprises.In addition,relevant research also shows that service quality is also the primary consideration when customers choose brands.YC Company,located in Kunming,Yunnan Province,is the first shared office space dedicated to providing high-quality services for small and medium-sized enterprises in Yunnan.Under the general environment that the sharing office industry in China is strong in the east and weak in the west,Kunming buildings have incremental and stock problems,and rental demand growth is weak,YC Company is struggling.Since its opening,YC Company has never evaluated service quality and investigated customer satisfaction,resulting in blind service development and lack of clear understanding of its own service quality.Shared office enterprises that have been well developed for a long time are also superior at operation and service.Studying the service quality of YC Company is conducive to finding and solving its defects in service quality,and putting forward targeted improvement strategies to better serve the settled enterprises,so as to reinforce the company’s core competitiveness and economic benefits.This paper employs literature analysis to summarize and conclude the relevant literature on service quality,taking YC Company as the research object and its employees in the enterprise as the survey sample,based on the SERVQUAL evaluation method,this paper studies the service quality of YC Company.In this paper,five-level Likert scale was used to conduct a questionnaire survey on five dimensions and 22 indicators from service expectation and service perception,and draws the following conclusions: First,the overall service quality score of YC Company is-87.52,indicating that the service quality of YC Company is lower than the customer’s expectation;Second,the gap value of the five dimensions of service quality is negative,which means that the service quality of the five dimensions needs to be improved,and the gap value of the empathy dimension is the largest,which means that YC needs to focus on several indicators of this dimension;Third,the gap between the six indicators of "giving priority to the rights and interests of customers","providing personalized services according to customer conditions","fulfilling the commitment to customers","having complete office facilities","providing services to customers within the agreed time" and "properly addressing customer demands" is the largest,which indicates that it is urgent to enhance the service quality of these six indicators;Fourth,the disparity values among the four indicators of "employees always treat customers politely","clean appearance of employees","make customers feel safe and secure",and "employees constantly improve their service ability" is more than-0.2,which reveals that YC can continuously retain the existed level and make further progress.The gap value of the indicator of "clean appearance of employees" is positive,illustrating that the service quality of this index in YC company is good and can continue to be maintained and developed.At the same time,this paper effectively identified the problems of YC Company in terms of service quality,such as not giving priority to customer interests,lack of personalized service,lack of initiative to understand customer needs,employees can not give special care to customers,service commitment is not implemented in place,service is not on time,customer complaint resolution is lagging behind,hardware is not up to standard,office environment is poor,service response is slow,professional service ability is not up to standard,lack of active service awareness,etc.Therefore,it is strongly recommended for the enterprises to attach importance to customer rights and interests,enrich personalized services,actively understand customer needs,employees cannot give special care to customers,actively promote the implementation of service commitments,provide services on time,improve the ability to solve problems,strengthen the completeness of hardware,optimize the overall service environment,improve service responsiveness,professional service capabilities,performance evaluation and incentive mechanism,including other feasible strategies.The research is expected to provide reference for other enterprises in the same industry in improving service quality. |
