本文選題：無(wú)線通信 + 售后服務(wù)�。� 參考：《北方工業(yè)大學(xué)》2017年碩士論文

【摘要】：售后服務(wù)不但是提升品牌形象,持續(xù)改進(jìn)顧客消費(fèi)體驗(yàn),維護(hù)企業(yè)客戶滿意度和忠誠(chéng)度的重要舉措,更是企業(yè)在市場(chǎng)競(jìng)爭(zhēng)中取得決定性勝出的關(guān)鍵因素之一。面對(duì)日益激烈的市場(chǎng)競(jìng)爭(zhēng),企業(yè)不僅要提供質(zhì)優(yōu)價(jià)低的產(chǎn)品,更要提供完善可靠的售后服務(wù)。售后服務(wù)已經(jīng)成為了一個(gè)企業(yè)贏得客戶占領(lǐng)市場(chǎng)的重要手段。本文研究對(duì)象是RS通訊技術(shù)(中國(guó))公司,該企業(yè)是無(wú)線通訊市場(chǎng)的測(cè)試測(cè)量設(shè)備提供商。隨著我國(guó)通信技術(shù)和市場(chǎng)的長(zhǎng)足發(fā)展,RS公司在中國(guó)通信市場(chǎng)份額取得到了快速提高。本文從RS(中國(guó))公司提高客戶滿意度和忠誠(chéng)度的實(shí)際需要出發(fā),首先歸納和總結(jié)了國(guó)內(nèi)外關(guān)于服務(wù)質(zhì)量和售后服務(wù)的相關(guān)理論,重點(diǎn)以服務(wù)質(zhì)量差距模型和SERVQUAL量表模型為基礎(chǔ),采用文獻(xiàn)研究法,訪談法等方法,設(shè)計(jì)和總結(jié)出針對(duì)RS(中國(guó))公司的售后服務(wù)質(zhì)量評(píng)價(jià)體系,并通過(guò)問(wèn)卷調(diào)查法和層次分析法對(duì)該公司的售后服務(wù)質(zhì)量狀況做出評(píng)價(jià),最終得出RS(中國(guó))公司的售后服務(wù)質(zhì)量未能達(dá)到客戶期望水平,售后服務(wù)質(zhì)量有待提高的結(jié)論。其中"可靠性"指標(biāo)得分最低,得分由低到高依次為:可靠性、經(jīng)濟(jì)性、移情性、響應(yīng)性、保證性、有形性。并且最終依據(jù)評(píng)價(jià)結(jié)果對(duì)該公司的售后服務(wù)質(zhì)量改進(jìn)提出了統(tǒng)籌資源管理、員工多技能培訓(xùn)、業(yè)務(wù)流程改進(jìn)等相關(guān)建議。本文歸納總結(jié)的服務(wù)質(zhì)量評(píng)價(jià)體系,由6個(gè)一級(jí)指標(biāo)和20個(gè)二級(jí)指標(biāo)構(gòu)成。對(duì)提升RS(中國(guó))公司售后服務(wù)質(zhì)量,具有一定的指導(dǎo)意義。同時(shí)該測(cè)量指標(biāo)體系也可以適用于類(lèi)似企業(yè),對(duì)相關(guān)企業(yè)提升服務(wù)質(zhì)量有一定借鑒意義。
[Abstract]:After-sales service is not only an important measure to improve brand image, continuously improve customer consumption experience, maintain customer satisfaction and loyalty, but also one of the key factors for enterprises to win a decisive victory in market competition. In the face of increasingly fierce market competition, enterprises should not only provide high quality and low price products, but also provide perfect and reliable after-sales service. After-sales service has become an important means for an enterprise to win the market. The research object of this paper is RS Communication Technology (China), which is the provider of testing and measuring equipment in wireless communication market. With the rapid development of communication technology and market in China, RS company has achieved a rapid increase in market share in China. Starting from the actual needs of RS (China) Company to improve customer satisfaction and loyalty, this paper first summarizes the relevant theories about service quality and after-sales service at home and abroad, focusing on the service quality gap model and SERVQUAL model. By using the methods of literature research and interview, this paper designs and summarizes the evaluation system of after-sales service quality of RS (China) Company, and evaluates the quality of after-sales service of RS Company by questionnaire survey and AHP. The final conclusion is that the quality of after-sale service of RS (China) company is not up to customer expectation, and the quality of after-sale service needs to be improved. The index of "reliability" has the lowest score, and the order of score from low to high is: reliability, economy, empathy, responsiveness, assurance and materiality. Finally, according to the evaluation results, the author puts forward some suggestions on the improvement of after-sales service quality, such as overall resource management, multi-skill training, business process improvement and so on. The service quality evaluation system is composed of 6 primary indexes and 20 secondary indexes. To improve the quality of RS (China) after-sales service, has a certain guiding significance. At the same time, the measurement index system can also be applied to similar enterprises, which has certain reference significance for related enterprises to improve service quality.
【學(xué)位授予單位】：北方工業(yè)大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：F416.6;F274

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