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论文编号：	7733
作者编号：	2120132788
上传时间：	2015/12/4 10:15:44
中文题目：	产业园区开发运营企业服务质量改进策略研究——以W公司为例
英文题目：	Research on Strategy to Improve Service Quality of Industrial Park Development and Operation Enterprise——Take W Company as an Example
指导老师：	杜建刚
中文关键字：	SERVQUAL模型；顾客感知；服务质量；服务质量差距模型；产业园区开发运营企业
英文关键字：	SERVQUAL model; customer perception; service quality; the gap model of service quality; Industrial Park development and operation enterprise
中文摘要：	产业园区作为我国改革开发以来发展经济的主要手段之一，为经济社会发展做出了重要贡献。新时期，我国对产业园区的建设提出“四大转变”的要求，其中最根本的转变是由硬环境见长向软环境取胜转变，对产业园区的服务工作提出更高要求。在产业园区转型升级进程中，园区运营管理优化成为重点，产业园区开发运营企业作为产业园区的管理主体，提升服务质量，进而提升区内企业服务满意度，成为至关重要的环节。本文根据以企业为运营主体的产业园区的服务特征，借鉴国内外产业园区发展和服务的经验，对园区服务质量现状进行了深入细致的分析。本文以W公司为研究样本，基于顾客感知服务理论和SERVQUAL 模型，从有形性、可靠性、保证性、响应性、移情性、安全性六个维度上建立服务质量测评体系，通过访谈、调查问卷等方法，对W公司服务质量进行评价。通过对调查结果的分析，指出W公司服务质量在有形性、可靠性、保证性和安全性维度上表现较好，而在响应性和移情性两个维度上的表现相对较差，W公司整体服务质量有待改进。最后，基于服务质量差距模型的期望认知、规范设计、服务传递、市场信息传播四个差距弥合对策的研究，给出针对性较强的改进策略。本论文设计的服务质量调查问卷能够对W公司服务质量的评价提供理论指导和实践支持，同时论文研究结论为W公司制定服务质量提升策略提供理论依据。本论文还对产业园区开发运营类企业服务质量研究提供借鉴和帮助。
英文摘要：	Industrial park as one of the main means of China’s economic development since the reform and opening up, makes an important contribution to economic and social development. Recently, the government put forward ‘four major changes’ requirements to Industrial park, in which the most fundamental change is to change the advantaged material environment to win the soft environment, and put more demand on service work of Industrial park. In the process of the transformation and upgrading of the Industrial park, the park’s operation and management optimization has become the focus. As a main body of the Industrial park management, Industrial park development and operation enterprise’s improving the service quality and then improving the service satisfaction of the enterprises in the park has become a vital point. In this paper, according to the service characteristics of taking enterprise as main body’s industrial park and development and service experience of industrial park at home and abroad, the present situation of industrial park service quality are analyzed in detail. This article takes W company as the research object, based on the customer perception theory and SERVQUAL model, through interviews and questionnaires, from six dimensions of tangibles, reliability, assurance, response, empathy, safety design W company service quality evaluation system and evaluate the quality of service to W company. Through the analysis of the survey results, it is pointed out that the service quality of W company is good, but in the two dimensions of responsiveness and empathy, the performance of W is relatively poor, and the overall service quality needs to be improved. Finally, formulate corresponding countermeasures in terms of service quality gap model including listening gap, service design and standards gap, service performance gap and communications gap. In this paper, the designed service quality survey questionnaire can provide theoretical guidance and practical support to W company’s service quality evaluation, also the research conclusion of this paper can provide theoretical basis for W company formulating service quality promotion strategy. This paper also provides reference and help to the service quality research of the Industrial park development and operation enterprises.
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