本文選題：無線通信 + 售后服務　； 參考：《北方工業(yè)大學》2017年碩士論文

【摘要】：售后服務不但是提升品牌形象,持續(xù)改進顧客消費體驗,維護企業(yè)客戶滿意度和忠誠度的重要舉措,更是企業(yè)在市場競爭中取得決定性勝出的關鍵因素之一。面對日益激烈的市場競爭,企業(yè)不僅要提供質優(yōu)價低的產品,更要提供完善可靠的售后服務。售后服務已經成為了一個企業(yè)贏得客戶占領市場的重要手段。本文研究對象是RS通訊技術(中國)公司,該企業(yè)是無線通訊市場的測試測量設備提供商。隨著我國通信技術和市場的長足發(fā)展,RS公司在中國通信市場份額取得到了快速提高。本文從RS(中國)公司提高客戶滿意度和忠誠度的實際需要出發(fā),首先歸納和總結了國內外關于服務質量和售后服務的相關理論,重點以服務質量差距模型和SERVQUAL量表模型為基礎,采用文獻研究法,訪談法等方法,設計和總結出針對RS(中國)公司的售后服務質量評價體系,并通過問卷調查法和層次分析法對該公司的售后服務質量狀況做出評價,最終得出RS(中國)公司的售后服務質量未能達到客戶期望水平,售后服務質量有待提高的結論。其中"可靠性"指標得分最低,得分由低到高依次為:可靠性、經濟性、移情性、響應性、保證性、有形性。并且最終依據(jù)評價結果對該公司的售后服務質量改進提出了統(tǒng)籌資源管理、員工多技能培訓、業(yè)務流程改進等相關建議。本文歸納總結的服務質量評價體系,由6個一級指標和20個二級指標構成。對提升RS(中國)公司售后服務質量,具有一定的指導意義。同時該測量指標體系也可以適用于類似企業(yè),對相關企業(yè)提升服務質量有一定借鑒意義。
[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.
【學位授予單位】：北方工業(yè)大學
【學位級別】：碩士
【學位授予年份】：2017
【分類號】：F416.6;F274

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