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Xiangyu Zhao. Evaluation and improvement of the service quality of tile industry in China : a case study of company G. Master's Degree(Business Administration). Rangsit University Library. : Rangsit University, 2020.
Evaluation and improvement of the service quality of tile industry in China : a case study of company G
瓷砖业服务质量的分析与改进 以 G 企业为例
Name: Xiangyu Zhao
LCSH:
Customer satisfaction
LCSH:
Industrial management
Abstract:
For almost 30 years of development, Chinese construction industry has driven the
development of the decorative materials and tile industry. However, Chinese tile industry
does not only face the domestic fierce competition but also the competition in the
international market since "Survival of the fittest" is a cruel reality of Chinese tile
industry. In order to survive in domestic and international market, tile companies need to
emphasize the value of the products and rely on the innovation of services since more
customers consider service quality when they make a decision to choose among products
similar in quality. This paper aims to evaluate the service characteristics of China's tile
companies by using the SERVQUAL evaluation system and IPA positioning theory, to
compare customer service expectations and customer satisfaction, and to propose
suggestions to improve the service quality. Company G, a tile company in China, was
used as a case study. Data were analyzed in five dimensions: reliability, assurance, tangibles, empathy, and responsiveness divided into 25 sub-indexes. The instrument was
a set of questionnaire distributed to 377 customers.
Abstract:
中国的城市建设行业经过了近 30 年的发展，瓷砖行业是在上个世纪 90 年代
开始不断的发展，瓷砖企业要想在激烈的市场竞争中生存下去，要依靠产品本身
的价值和依靠服务的创新；随着社会的发展人们对于服务的意识也在不断的提
高，在产品质量相差不大的情况下，客户往往更愿意选择服务更加出众的企业。
随着社会的不断发展，对于服务的意识要落后于其他行业的瓷砖企业来说，国
外的瓷砖产品不断涌入国内市场，使得我国的瓷砖企业必须在服务质量上不断
研究创新和提高服务质量；要提升服务质量就只能以客户的满意度为基础来进
行研究，客户的满意度是提升服务质量的根本，本研究中采用 SERVQUAL 评价
体系、IPA 定位理论为基础，结合中国瓷砖企业的服务特性，以具有代表性的 G
企业为例，构建了包含有形性、可靠性、保证性、响应性和感染性 5 个维度和
25 个细分指标的瓷砖行业服务质量评价体系，通过设计调查问卷，通过对比客
户服务期望值与实际客户的满意度，通过数据对比得出瓷砖行业需要改进的相
关指标，从整体上来说服务质量还有待提升；利用 SERVQUAL 评价体系、IPA
定位理论对瓷砖行业进行评价具有合理性和针对性，同时也有助于弥补服务质
量的不足，可以更快的提升瓷砖行业的服务质量。
Rangsit University Library
Address:
Pathumthani
Email:
rattanapornn@rsu.ac.th
Name: Yang Shu Chen
Role:
Advisor
Created:
2020
Modified:
2023-11-16
Issued:
2021-02-12
วิทยานิพนธ์/Thesis
application/pdf
chi
Spatial:
china
Level: Master's Degree
Descipline: Business Administration
Grantor: Rangsit University
DegreeName: Master of Business Administration
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Xiangyu Zhao
| Title | Contributor | Type |
|---|---|---|
| Evaluation and improvement of the service quality of tile industry in China : a case study of company G
มหาวิทยาลัยรังสิต Xiangyu Zhao | Yang Shu Chen | วิทยานิพนธ์/Thesis |
Yang Shu Chen