The Research of Service Quality Evaluation System Based on SERVQUAL

Abstract

As people's living standard and service consciousness constantlyimprove, the types of services are diversified and multi-level trend,the competition between service not only reflected in the serviceproject, reflect more on the quality of service. Now part of theorganization often only pay attention to economic benefits, and ignorethe quality of service, telephone customer service system. To continueto improve service quality, telephone customer service staff evaluationand management of the quality of service has become the core and focusof the service. Therefore, we need to establish a scientific andobjective, can reflect actual feelings and expectations of customersservice quality evaluation model, evaluation and forecast customerservice requirements, examines the existing service quality, while theSERVQUAL evaluation method can meet the above requirements.