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监理企业作为建设单位的服务方，对工程建设尤为重要。随着建设工程的逐渐增加，带动了监理行业的不断发展，同时导致监理市场的竞争日益激烈。因此，监理企业从自身管理入手增强监理服务质量是提高竞争力的关键举措。

本文以华宝通交通工程监理有限公司（以下简称华宝通公司）监理服务质量提升为研究目标，首先分析了监理服务的相关理论及服务质量管理理论，通过介绍公司服务质量的概况及现有测评体系，并针对公司的实际情况，将SERVPERF 模型中服务质量的五个维度22个测评指标与工程监理的实际工作要素相结合，构建华宝通公司监理服务质量的测评指标体系，并以调查问卷的形式面向6个省18个地区35个建设单位发放问卷105份，最终得到有效问卷84份。然后，根据测评结果，同时结合对公司的监理负责人及建设单位的访谈以及华宝通公司监理服务实际情况，分别从服务质量的有形性、可靠性、响应性、保证性与移情性五个维度分析了该公司监理服务质量存在的问题。其中有形性方面，缺乏先进的测量检测设备和监理手段，监理机构设置不够规范合理，同时也缺乏优秀的监理服务人才；可靠性方面，主要是监理服务人员能力不足、服务机构的规章制度不够健全；响应性方面，主要体现在问题处理周期过长、人员的协调沟通能力较弱；保证性方面，由于监理人员的职业素养缺乏保证和监管，缺乏必要的管控措施来预防监理人员的不恰当行为；移情性方面，主要是监理人员未能对建设单位的需求形成充分认知。最后，分别从以上五个维度针对性的提出监理服务质量的提升建议，并从人员、资金、管理体系、信息系统四方面提出实施保障措施。

本文提出的服务质量改进方案，不仅可以帮助华宝通公司提高监理服务质量，提高企业的竞争优势,同时为其他监理企业服务质量的完善提供借鉴，还可以降低建设风险以及费用，实现行业的可持续发展。

Due to the continuous increase in domestic construction demand , the rapid growth of the supervision industry has been driven. As the service party of the construction unit, the supervision industry is particularly important for the project construction. With increasingly fierce competition among supervision enterprises, service quality has become a key factor in competitiveness.

This paper takes the service quality improvement of Huabaotong Transportation Engineering Supervision Co., Ltd. (hereinafter referred to as Huabaotong Company) as the research goal, By analyzing the current status of the company's service quality,modified 22 evaluation indicators of the five dimensions of the quality of service in the SERVPERF model, and built the evaluation index system of the supervision and service quality of Huabaotong Company. Then, in the form of questionnaires, 35 construction units in 6 provinces and 18 regions were surveyed. A total of 105 questionnaires were distributed and 84 valid questionnaires were finally obtained. Based on the evaluation results, combined with the interviews with the company’s supervisor, this paper studied the company’s supervision service quality from five aspects: tangibility, reliability, responsiveness, assurance, and empathy. At last, this thesis proposes the suggestions for service quality to help Huabaotong supervision enterprises to improve the quality of supervision services and ensure the company's competitive advantage.

The service quality improvement scheme proposed in this paper can help Huabaotong to improve the supervision service quality thereby ensuring the competitive advantage of enterprises,At the same time, it can provide reference for the improvement of the service quality of other supervision enterprises, but also reduce the construction risks and costs, and realize the sustainable development of the industry.