本文關(guān)鍵詞：基于顧客滿意度的快速電梯顧客服務(wù)質(zhì)量研究　出處：《電子科技大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 服務(wù)質(zhì)量 SERVQUAL 顧客滿意度 UTC ACE

【摘要】：一個(gè)地區(qū)隨著經(jīng)濟(jì)的發(fā)展，其制造業(yè)與服務(wù)業(yè)的比重也發(fā)生著變化，一般來說，經(jīng)濟(jì)越發(fā)達(dá)，對(duì)服務(wù)的依賴程度也就越大；而對(duì)于制造企業(yè)來說，激烈的市場競爭、同質(zhì)化的技術(shù)水平、透明的銷售價(jià)格、上升的企業(yè)成本，使其不得不尋找自己的特有的競爭優(yōu)勢(shì)，那就是服務(wù)，是差異化的服務(wù)。電梯制造企業(yè)亦是如此，通過波特五力分析模型，我們發(fā)現(xiàn)電梯制造企業(yè)現(xiàn)有的競爭相當(dāng)激烈，幾個(gè)大品牌電梯制造商占據(jù)著中國的一線城市市場，中小品牌制造商在二三線城市拼命廝殺；供應(yīng)商的議價(jià)能力也在加強(qiáng)，中小品牌電梯制造商對(duì)于其重要供應(yīng)商來說，根本沒有議價(jià)能力；購買者現(xiàn)在變得越來越挑剔，對(duì)產(chǎn)品的個(gè)性化要求增強(qiáng)，對(duì)制造企業(yè)的非標(biāo)要求越來越高，尤其是從2011年中國發(fā)生了幾起電梯事故后，引起了人們對(duì)電梯安全的關(guān)注，招標(biāo)者提高了招標(biāo)門檻，如注冊(cè)資金要2億元，產(chǎn)品需要有能效證明等等，對(duì)電梯企業(yè)帶來了更多的挑戰(zhàn)；新進(jìn)入的競爭者，像升降機(jī)制造之鄉(xiāng)-蘇州望亭，隨著升降機(jī)市場的萎縮，已經(jīng)有部分的升降機(jī)企業(yè)開始轉(zhuǎn)型，，增加電梯制造資質(zhì)，開始生產(chǎn)電梯�？梢�，電梯制造企業(yè)面臨著巨大的壓力，提高服務(wù)質(zhì)量，為顧客創(chuàng)造價(jià)值勢(shì)在必行。 本文研究的目的就是要通過對(duì)快速電梯的外部顧客滿意度研究來了解目前快速電梯的外部客戶服務(wù)質(zhì)量水平，并運(yùn)用UTC特有的ACE工具來分析影響顧客滿意的因素并提出改善建議方案。 本文的研究方法是先對(duì)目前客戶服務(wù)質(zhì)量相關(guān)的理論進(jìn)行概述，包括服務(wù)、質(zhì)量、服務(wù)質(zhì)量、服務(wù)補(bǔ)救及顧客滿意度，然后對(duì)UTC公司特有的ACE進(jìn)行概述，后將SERVQUAL模型融入到快速電梯的安裝、維修保養(yǎng)及投訴處理的顧客滿意度調(diào)查表中，然后對(duì)滿意度調(diào)查反饋進(jìn)行數(shù)據(jù)收集、分析，接著選用ACE工具對(duì)其問題進(jìn)行因果分析，并提出了適宜的改善建議。 本文通過對(duì)實(shí)例的顧客滿意度的研究，力求說明ACE工具可以應(yīng)用在服務(wù)質(zhì)量研究領(lǐng)域，尤其在分析及改善方面是顯著的、卓有成效的。
[Abstract]:With the development of economy, the proportion of manufacturing industry and service industry changes. Generally speaking, the more developed the economy, the greater the degree of dependence on service. For manufacturing enterprises, the fierce market competition, homogeneous technology level, transparent sales price, rising enterprise costs, make them have to find their own unique competitive advantage, that is, services. Elevator manufacturing enterprises are the same. Through Porter's five-force analysis model, we find that the existing elevator manufacturing enterprises are very competitive. Several large brand elevator manufacturers occupy China's first-tier city market, small and medium-sized brand manufacturers in the second and third tier cities desperately fight; The bargaining power of suppliers is also strengthened, small and medium-sized brand elevator manufacturers for its important suppliers, there is no bargaining power; Buyers are becoming increasingly picky, more individualized and more demanding for non-standard manufacturers, especially after several elevator accidents in China in 2011. It has aroused people's concern to elevator safety, and the tenderer has raised the threshold of bidding, such as 200 million yuan of registered funds, and the need for energy efficiency certification of products, which has brought more challenges to elevator enterprises; New competitors, such as the hometown of elevator manufacturing-Suzhou Wangting, with the decline of the lift market, some lift enterprises have begun to transform, increase the quality of elevator manufacturing, began to produce elevators. Elevator manufacturing enterprises are faced with great pressure. It is imperative to improve service quality and create value for customers. The purpose of this paper is to understand the external customer service quality level of the rapid elevator through the research on the external customer satisfaction of the rapid elevator. Using the ACE tool of UTC to analyze the factors affecting customer satisfaction and put forward suggestions for improvement. The research method of this paper is to summarize the current theory of customer service quality, including service, quality, service quality, service remedy and customer satisfaction. Then the specific ACE of UTC is summarized, and then the SERVQUAL model is integrated into the customer satisfaction questionnaire of the installation, maintenance and complaint handling of the fast elevator. Then, the feedback of satisfaction survey is collected and analyzed, and then the causality analysis of the problem is carried out by using ACE tool, and the appropriate suggestions for improvement are put forward. Through the research on customer satisfaction of an example, this paper tries to show that ACE tool can be applied in the field of service quality research, especially in the analysis and improvement is remarkable and fruitful.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：F274;F426.4

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