Proceedings of the 2nd International Academic Conference on Blockchain, Information Technology and Smart Finance (ICBIS 2023)

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Research on Service Quality Evaluation of Networked Collaborative Manufacturing Platform Based on SERVQUAL Model–Take the J Company as an Example

Authors
Jingyuan Han1, Xiaoqian Qi1, *
1Hebei University of Science and Technology, Shijiazhuang, China
*Corresponding author. Email: 875822862@qq.com
Corresponding Author
Xiaoqian Qi
Available Online 10 August 2023.
DOI
10.2991/978-94-6463-198-2_54How to use a DOI?
Keywords
Service quality; Network collaborative manufacturing platform; SERVQUAL model
Abstract

With the development of information technology, Internet technology and Internet of Things technology, networked collaborative manufacturing has become the future development direction of manufacturing industry. However, there are still a series of problems in the development of the new model of networked collaborative manufacturing. Taking Company J, a service-oriented manufacturing enterprise, as an example, this paper applies the SERVQUAL model to evaluate the service quality of Company J. The service quality evaluation system is established in six dimensions: tangibility, reliability, responsiveness, assurance, empathy and synergy. The main factors affecting the service quality of networked collaborative manufacturing platform of Company J were identified, and the countermeasures to improve the service quality of networked collaborative manufacturing platform of Company J were proposed by constructing IPA model, in order to solve the common service quality problems of networked collaborative manufacturing platform and better serve for the same type of enterprises.

Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the 2nd International Academic Conference on Blockchain, Information Technology and Smart Finance (ICBIS 2023)
Series
Atlantis Highlights in Computer Sciences
Publication Date
10 August 2023
ISBN
10.2991/978-94-6463-198-2_54
ISSN
2589-4900
DOI
10.2991/978-94-6463-198-2_54How to use a DOI?
Copyright
© 2023 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Jingyuan Han
AU  - Xiaoqian Qi
PY  - 2023
DA  - 2023/08/10
TI  - Research on Service Quality Evaluation of Networked Collaborative Manufacturing Platform Based on SERVQUAL Model–Take the J Company as an Example
BT  - Proceedings of the 2nd International Academic Conference on Blockchain, Information Technology and Smart Finance (ICBIS 2023)
PB  - Atlantis Press
SP  - 523
EP  - 532
SN  - 2589-4900
UR  - https://doi.org/10.2991/978-94-6463-198-2_54
DO  - 10.2991/978-94-6463-198-2_54
ID  - Han2023
ER  -