The Research of Service Quality Evaluation System Based on SERVQUAL
- DOI
- 10.2991/etmhs-15.2015.291How to use a DOI?
- Keywords
- Service Quality Evaluation; SERVQUAL; Quality Management
- Abstract
As people's living standard and service consciousness constantly improve, the types of services are diversified and multi-level trend, the competition between service not only reflected in the service project, reflect more on the quality of service. Now part of the organization often only pay attention to economic benefits, and ignore the quality of service, telephone customer service system. To continue to improve service quality, telephone customer service staff evaluation and management of the quality of service has become the core and focus of the service. Therefore, we need to establish a scientific and objective, can reflect actual feelings and expectations of customers service quality evaluation model, evaluation and forecast customer service requirements, examines the existing service quality, while the SERVQUAL evaluation method can meet the above requirements.
- Copyright
- © 2015, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Hong Shen PY - 2015/03 DA - 2015/03 TI - The Research of Service Quality Evaluation System Based on SERVQUAL BT - Proceedings of the 2015 International Conference on Education Technology, Management and Humanities Science PB - Atlantis Press SP - 1319 EP - 1322 SN - 2352-5398 UR - https://doi.org/10.2991/etmhs-15.2015.291 DO - 10.2991/etmhs-15.2015.291 ID - Shen2015/03 ER -