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论文编号：	15184
作者编号：	2320200280
上传时间：	2024/12/11 18:39:15
中文题目：	L汽车实验室试验验证服务质量提升研究
英文题目：	Research on Improvement of Testing and Verification Service Quality of L Auto Laboratory
指导老师：	车建国
中文关键字：	服务质量；SERVPERF量表；层次分析法；模糊综合评价；IPA理论
英文关键字：	Service Quality; SERVPERF Scale; Analytic Hierarchy Process; Fuzzy Comprehensive Evaluation; IPA Theory
中文摘要：	随着汽车工业的发展，汽车新势力的兴起，各主机厂越来越重视自身产品质量的提升。L汽车作为新势力中的一员，已经实现营收突破千亿，并且出现年度盈利，这对一家汽车公司而言是相当不错的成绩。如此优秀的成绩离不开其出色的营销能力、组织管理能力以及智能化布局，但更为关键的是其精准的产品竞争力。在提升产品竞争力方面，L汽车创建了实验室，从材料、零部件、系统及整车层面不断地进行试验验证，以保证交付到用户手中的车辆更加安全、可靠、智能。 本文研究对象是L汽车实验室，主要研究该实验室试验验证服务质量提升的方法和策略。首先，为提高客户满意度，从客户感知服务为切入点，借助SERVPERF量表作为服务质量评价模型，与L汽车实验室试验验证服务管理现状相结合。选取合适的试验验证服务因素作为评价指标，通过层次分析法为各指标赋权，构建L汽车实验室试验验证服务质量评价体系。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，应用模糊综合评价法对L汽车实验室试验验证服务各项指标进行评价打分。接着，基于IPA理论模型，探讨L汽车实验室试验验证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L汽车实验室试验验证服务质量的策略，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L汽车实验室试验验证服务质量的客户满意度相对较低，结合重要度的高低制定服务质量提升的优先级，并给出相应的改进措施。本文特点是以客户感知服务满意度为切入点，结合实验室运营情况引入了可量化的指标，更能客观地评估试验验证服务水平。本文丰富了实验室试验验证服务质量评估方法，提供了实际操作指南，并为其他行业的服务质量管理提供了借鉴意义。
英文摘要：	With the development of the automobile industry and the rise of new automobile forces, the Oems pay more and more attention to the improvement of their product quality.As a member of the new forces, L Automobile has achieved revenue of over 100 billion and annual profit, which is quite a good result for an automobile company. Such excellent results are inseparable from its excellent marketing ability, organizational management ability and intelligent layout, and more importantly, its accurate product competitiveness. In terms of enhancing product competitiveness, L Auto has created a laboratory to conduct continuous testing and verification from the materials, components, systems and vehicle levels to ensure that the vehicles delivered to the hands of users are safer, more reliable and more intelligent. The?research object?of this thesis is L Automotive laboratory, which mainly studies the methods and strategies of the laboratory's test validation service quality improvement. First of all, in order to improve customer satisfaction, from the customer perception service as the starting point, SERVPERF scale as the service quality evaluation model, combined with L automobile laboratory test to verify the status quo of service management. Select appropriate test validation service factors as evaluation indicators, assign weights to each index through analytic hierarchy process, and construct L automobile laboratory test validation service quality evaluation system. Then, through questionnaire survey, statistical analysis of the survey data with the help of SPSS analysis method, fuzzy comprehensive evaluation method was applied to evaluate and score the indicators of L automobile laboratory test and verification service. Then, based on IPA theoretical model, the improvement order of each dimension of service quality verified by L automotive laboratory test is discussed. Finally, combined with the results of the evaluation and analysis, the strategy of optimizing the service quality of L automobile laboratory test is proposed, and the improvement effect is further evaluated, and the corresponding safeguard measures are proposed. The conclusion of this thesis reveals that the customer satisfaction of L automobile laboratory test verifies the service quality is relatively low, and the priority of service quality improvement is set according to the level of importance, and the corresponding improvement measures are given. The feature of this thesis is to introduce quantifiable indicators based on customer perceived service satisfaction and laboratory operation, so as to evaluate the test and verification service level more objectively. This thesis enriches the methods of service quality assessment for laboratory test verification, provides practical guidelines, and provides reference for other industries.
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