重庆市自来水有限公司服务质量管理研究.docx

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Abstract:
This paper explores the service quality management of Chongqing Waterworks Co., Ltd. (CQWC). The research is based on three main aspects: customer expectation, service quality perception, and service quality management. The study indicates that CQWC has paid a great deal of attention to service quality management, providing improved services to consumers through continuous improvement and innovation. The findings provide insight and recommendations for effective service quality management.
Keywords:
Chongqing Waterworks Co., Ltd., service quality, customer expectation, perception, management.
Introduction:
Service quality management has become increasingly important in contemporary business environments. Chongqing Waterworks Co., Ltd. (CQWC) is a major player in the water supply market in China, and it has gradually expanded its service coverage over the years. With the continuous growth of customer expectations and the increasing competition in the industry, CQWC faces challenges in maintaining and improving its service quality. Therefore, this paper intends to study the service quality management of CQWC, to identify areas that require improvement, and to provide recommendations for enhancing the company's service quality.
Methodology:
The research method followed a qualitative approach, including literature review and case study analysis. The literature review provides an in-depth understanding of service quality management in general, customer expectation, and perception of service quality. Case study analysis of CQWC examines the company's service quality management and consumer behavior.
Results:
Customer Expectation:
Customers' expectations are vital in service quality management. The study found that customers expect reliable, safe, and affordable water supply services. They also hope that CQWC can offer them convenient payment methods and exceptional customer service. The company has addressed these expectations by providing 24-hour service hotline, online customer service, and payment options through mobile devices and other digital channels.
Service Quality Perception:
The study found that consumer perception of service quality plays an essential role in service quality management. CQWC has improved service quality by enhancing communication between the company and its customers, ensuring that customer concerns and complaints are promptly addressed. The research also found that consumers value transparency in the company's operations, and CQWC has met this expectation by providing customers with access to information such as water quality reports and billing statements.
Service Quality Management:
The study found that CQWC has adopted measures to maintain and improve its service quality, including continuous innovation. CQWC has invested in water treatment plants, pipelines, and other infrastructure to ensure a reliable and safe water supply. The company has also encouraged its employees to participate in training programs to improve their quality of service. CQWC has also established a quality management system to monitor and manage service quality.
Recommendations:
Based on the study's findings, the following recommendations are proposed to further improve the service quality management of CQWC:
1. Robust complaint management: CQWC should develop a more comprehensive complaint management system to improve customer satisfaction and reduce the number of complaints received.
2. Communication enhancement: The company should establish more communication channels with customers to maintain a good relationship between the company and the consumers.
3. Continuous improvement: Continuous improvement and innovation should be an ongoing process, and the company should incorporate new technologies, ideas, and services to meet evolving customer expectations.
4. Quality management: The company's quality management system should be regularly audited, and areas that require improvement should be identified and addressed.
Conclusion:
The research has identified the importance of service quality management, consumer expectation, and perception in the water supply industry. CQWC has made significant progress in service quality management by addressing customers' expectations, improving their perception of service quality, and adopting measures to maintain and improve service quality. However, there is still room for improvement. Implementing the proposed recommendations can help CQWC enhance its service quality, improve customer satisfaction, and sustain its market position.