Proceedings of the 2015 International Conference on Education Technology, Management and Humanities Science

The Research of Service Quality Evaluation System Based on SERVQUAL

Authors
Hong Shen
Corresponding Author
Hong Shen
Available Online March 2015.
DOI
https://doi.org/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.
Open Access
This is an open access article distributed under the CC BY-NC license.

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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  - 2015 International Conference on Education Technology, Management and Humanities Science (ETMHS 2015)
PB  - Atlantis Press
SP  - 1319
EP  - 1322
SN  - 2352-5398
UR  - https://doi.org/10.2991/etmhs-15.2015.291
DO  - https://doi.org/10.2991/etmhs-15.2015.291
ID  - Shen2015/03
ER  -