基于SERVQUAL的A风机制造企业客户服务质量评价体系建立  

Establishment of Customer Service Quality Evaluation System for A Fan Manufacturing Enterprise Based on SERVQUAL

作　　者：袁荣科 YUAN Rong-ke(Hebei University of Economics and Business,Shijiazhuang 050064,China)

机构地区：[1]河北经贸大学,石家庄050064

出　　处：《中小企业管理与科技》2021年第26期125-127,共3页Management & Technology of SME

摘　　要：近年来,中国风电装备制造整机商迎来了快速发展和激烈的市场竞争。在新的竞争形势下产品的核心竞争力不仅仅体现在产品的性能和价格方面,客户越来越重视产品的整体解决方案。另外,客户对风能设备供应公司的服务质量要求也日益提高。为满足客户要求,论文通过建立A风机制造商客户服务质量评价体系,全面了解影响客户服务质量的因素。In recent years,China's wind power equipment manufacturers have ushered in the rapid development and fierce market competition.In the new competitive situation,the core competitiveness of products is not only reflected in the performance and price,customers are paying more and more attention to the overall solution of products.In addition,customers'requirements for the service quality of wind energy equipment supply companies are also increasing.In order to meet customers'requirements,a customer service quality evaluation system is established for A Fan Manufacturer,so as to comprehensively grasp the factors affecting customer service quality.

关 键 词：风电整机制造商 SERVQUAL 服务质量 

分 类 号：F719[经济管理—产业经济]