MBA教育中心知识库

摘  要
随着我国经济的持续增长，石油化工产业也在不断壮大和发展，对于阀门的需求与日俱增，同时用户也对阀门售后服务质量提出了更高的要求，而阀门的售后服务已经成为影响阀门生产企业核心竞争力的关键因素。因此研究阀门售后服务质量以此来提升用户满意度具有重要的现实意义。
研究以L公司为对象，L公司是全球领先的阀门供应商，同样也面临着提高阀门售后服务质量，提升其核心竞争力。研究以服务质量差距、SERVQUAL模型、用户满意度作为理论基础。研究采用访谈法、统计分析法、问卷调查法等研究方法，以成熟的SERVQUAL量表模型为基础，并根据L公司阀门售后服务质量的特点，设计出6个维度24个指标的阀门售后服务质量评价量表，让每个调查问卷用户对24个指标的期望值和实际感知值进行打分，计算出每个指标的服务质量差距值GAP，找出低于服务质量差距值平均值的指标。找出阀门售后服务质量存在的5个方面的问题，再对阀门用户和公司内部技术人员进行开放式访谈，通过归纳总结找出阀门售后服务质量存在问题的原因。针对存在问题的原因，制定相对应的阀门售后服务管理优化对策。为了确保改进优化对策的顺利实施，又制定了4个相关方面的保障措施。最后对优化后阀门售后服务质量效果进行评估。
研究有助于L公司优化阀门售后服务质量，提升阀门用户满意度，与用户建立长期的合作关系，利于L公司的长远发展。研究也为其他阀门企业提升阀门售后服务质量提供一定的参考意义。

Abstract
With the continuous growth of China's economy, the petrochemical industry is also growing and developing, the demand for valves is increasing day by day, while users also put forward higher requirements for the quality of valve after-sale service, and the valve after-sale service has become a key factor affecting the core competitiveness of valve manufacturers. Therefore, it is a great practical significance to study the quality of valve after-sale service in order to improve user satisfaction.
L Company as the research object. L Company is the world's leading valve supplier, which is also facing to improve the quality of valve after-sale service and enhance its core competitiveness. The research takes service quality gap, SERVQUAL model and customer satisfaction as the theoretical basis. Based on the mature SERVQUAL scale model, and according to the characteristics of valve after-sale service volume of L Company, the research designs a valve after-sale service quality evaluation scale with 6 dimensions and 24 indicators by using research methods such as interview, statistical analysis and questionnaire survey. Each questionnaire user is asked to score the expected value and actual perceived value of 24 indicators, calculate the service quality GAP value of each indicator, and find out the index lower than the average service quality gap value. Find out the problems in 5 aspects of valve after-sale service quality, and then conduct open interviews with valve users and internal technical personnel, and find out the reasons for the problems in valve after-sale service quality through summary. In view of the causes of the problems, the corresponding valve after-Sale service management optimization counter measures are developed. In order to ensure the smooth implementation of the improvement and optimization countermeasures, four related safeguard measures have been developed. Finally, the quality of after-sale service of the optimized valve was evaluated. 
This research is helpful for L Company to optimize the quality of valve after-sale service, improve the satisfaction of valve users, and establish long-term cooperative relations with users, which is conducive to the long-term development of L Company.The research also provides certain reference significance for other valve enterprises to improve the quality of valve after-sale service.