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论文编号：	14245
作者编号：	2120213384
上传时间：	2023/12/9 15:30:58
中文题目：	HT实验室检测服务质量优化研究
英文题目：	Research on Optimization of Testing Service Quality of HT Laboratory
指导老师：	车建国
中文关键字：	服务质量;SERVQUAL量表;服务评价;IPA理论
英文关键字：	Quality of service;SERVQUAL scale;Service rating;IPA theory
中文摘要：	在前沿技术不断革新和全球市场竞争日益激烈的背景下，我国开启了质量强国建设的新征程。企业要增强产品核心竞争力和打造品牌形象，必须对质量进行持续的技术监督和管理，而检测服务在国家质量技术监督体系中担负着不可或缺的角色。它承担了贸易结算、医疗保健、环境监测、安全防护等多领域、多层次的公共服务使命，可谓是一项基础性服务的支柱。 本文研究对象是HT实验室，主要研究该实验室检测服务质量优化的方法和策略。首先，为提高客户满意度，从客户感知服务为切入点，将服务质量差距理论、SERVQUAL量表等相关理论与HT实验室检测服务管理现状相结合。基于SERVQUAL模型，选取合适的检测服务因素作为评价指标，结合乘积标度法为各指标赋权，构建HT实验室检测服务质量评价体系。然后，通过问卷调查，借助SPSS分析方法对调查数据进行统计分析，分析客户对HT实验室检测服务质量的实际感知与期望，找出服务质量差距。接着，基于IPA理论模型，探讨HT实验室检测服务质量各维度的改善次序。最后，结合评析结果提出了优化HT实验室检测服务质量的策略，并进一步对改进效果进行评价，提出相应的保障措施。 本文结论揭示了HT实验室检测服务质量的客户满意度与期望之间存在一定差距，并提供相应的优化策略。本文特点是以客户感知服务切入，并结合实际引入了可量化的指标，更能客观地评估检测服务水平。本文丰富了检测服务质量评估方法，提供了实际操作指南，并为其他行业的服务质量管理提供一定的借鉴意义。
英文摘要：	In the context of continuous innovation in cutting-edge technology and increasingly fierce competition in the global market, our country has embarked on a new journey to build a quality power. To enhance the core competitiveness of products and build brand image, enterprises must conduct continuous technical supervision and management of quality, and testing services play an indispensable role in the national quality and technical supervision system. It undertakes multi-field and multi-level public service missions such as trade settlement, medical care, environmental monitoring, and safety protection. It can be said to be the backbone of a basic service. This thesis takes the HT laboratory as the research object and mainly studies the methods and strategies for optimizing the laboratory's testing service quality. First of all, in order to improve customer satisfaction, from the perspective of customer service acquisition, the service quality gap theory, SERVQUAL scale and other related theories are combined with the current situation of HT laboratory testing service management. Based on the SERVQUAL model, appropriate testing service factors are selected as measurement indicators, and the product scaling method is used to weight each indicator to construct an HT laboratory testing service quality evaluation system. Then, through a questionnaire survey, SPSS analysis method was used to statistically analyze the survey data, analyze customers' actual perceptions and expectations of HT laboratory testing service quality, and find out the service quality gap. Next, based on the IPA theoretical model, the order of improvement of each dimension of HT laboratory testing service quality is discussed. Finally, through the evaluation and analysis results, strategies to optimize the quality of HT laboratory testing services are proposed, and the improvement effects are further evaluated and corresponding safeguard measures are proposed. The conclusion of this thesis reveals that there is a certain gap between customer satisfaction and expectations of HT laboratory testing service quality, and provides corresponding optimization strategies. The characteristic of this thesis is that it starts with customer-perceived service and introduces quantifiable indicators based on actual conditions, so as to more objectively evaluate the level of testing services.This thesis enriches the testing service quality assessment method, provides practical guidance, and provides certain reference significance for service quality management in other industries.
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