Research On The Improvement Of After-sales Service Quality Of A Elevator Zhengzhou Branch

Since the reform and opening up,our economy has experienced rapid growth,and at the same time,we have experienced the world’s fastest and largest urbanization process.In 2010,China’s GDP reached 40,151.3 billion yuan,surpassing Japan for the first time and ranking the second in the world.By 2022,China’s GDP will be four times that of Japan.Especially in the process of urbanization,the elevator as a tool of vertical travel has been widely popularized and applied,becoming an indispensable vertical transportation tool of modern high-rise buildings and infrastructure.With the economic growth,the rapid development of society and the acceleration of urbanization,people’s expectations and pursuit of a better life are constantly improving,and a better vertical travel is a part of a better life.With the acceleration of urbanization,China’s elevator market ownership is growing rapidly.It is estimated that by 2023 the national elevator ownership will exceed 10 million units.It is estimated that by 2025,the market scale of China’s elevator aftermarket will exceed 80 billion yuan,and the elevator aftermarket business will account for about 70% of the entire elevator market income,which has great development space and market prospect.However,after three years of the epidemic and the declining real estate situation,major elevator manufacturers and distributors have shifted their focus from new elevator business to after-sales service business.In addition,the huge number of elevators has given birth to a large number of third-party elevator after-sales service enterprises,but their service quality is uneven.At the same time,with the major property companies are also reducing costs and improving efficiency,the low-price competition in the elevator after-sales service market is becoming worse and worse,and the lack of elevator market supervision makes this phenomenon more and more intense.In this complex background,how to ensure the safe operation of elevator equipment and elevator after-sales service supervision work has become an important topic in the new era.The quality of elevator maintenance service is directly related to the failure rate and operation safety of the elevator,which affects the sense of security and comfort of the public taking the elevator.In this paper,the elevator after-sales service quality related theories will be deeply discussed,for the elevator after-sales service industry related theoretical research to provide new ideas and methods.Then,combined with the after-sales service operation situation of A elevator Zhengzhou Branch,based on SERVQUAL model,questionnaire survey and qualitative and quantitative analysis were conducted on the after-sales service quality of A elevator Zhengzhou Branch.Problems existing in the service quality were dug out and empirical research was conducted,and operable improvement measures and guarantee schemes were proposed.It provides useful reference for the practice of elevator after-sales service industry.At the same time,the results of this study can also provide empirical data and theoretical support for the research of service field,and promote the sustainable development of elevator industry and the further development of after-sales service field.