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/).

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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  -