I 摘要 随着电梯维保市场规模的不断扩大，电梯安全重要性的提升及人们对服务质量 要求的重视，电梯维保业务逐渐成为电梯公司经营的重点。维保服务质量的提升对 JD电梯公司在激烈的竞争环境中提高竞争力具有重要意义。本研究以JD电梯公司 维保服务质量改进为目标，探讨电梯公司服务质量改进的策略。 首先，了解JD电梯公司维保服务管理现状，收集并整理电梯维保以及服务质 量管理的相关文献，作为本研究的理论基础。其次，基于SERVPERF量表，结合电 梯从业者和客户的调研，从五个维度确立服务质量测量指标，采用问卷调查的方式 得到客户对JD电梯公司维保服务质量各项指标的评价。结合问卷数据处理结果与 专家访谈的意见，对每个维度存在的问题进行深入分析，并从内部管理、员工技能 以及客户沟通三个方面总结出JD电梯公司维保服务质量问题产生的原因。最后， 提出加强人员监督管理，优化配件库存管理，强化维保员工综合素质培训，完善绩 效考核激励机制，加强客户沟通，完善投诉处理机制，提供个性化方案等具有针对 性的服务质量改进策略。并从标准制度、人力资源和资金支持三个方面提出改进策 略的保障措施。 关键词 电梯公司；维保；服务质量；SERVPERF量表 Abstract II Abstract With the continuous expansion of the elevator maintenance market,the increasing importance of elevator safety and people's attention to service quality,elevator maintenance business has gradually become the focus of elevator company operations.The improvement of maintenance service quality is of great significance for JD Elevator Company to improve its competitiveness in the intense competition environment.This research aims to improve the service quality of JD Elevator Company's maintenance and discusses the strategy of elevator company's service quality improvement. First of all,understand the current status of maintenance service management of JD Elevator Company,collect and organize relevant literature on elevator maintenance and service quality management,which help set the theoretical foundation of this research. Secondly,based on the SERVPERF scale and the survey of elevator practitioners and customers,the service quality measurement indicators are established from five dimensions. The customer's evaluation of the JD elevator company's maintenance service quality indicators is obtained by means of questionnaire surveys.In the light of the questionnaire data processing results and the expert interviews’ opinions,the research conducted an in-depth analysis of the problems in each dimension,and summarized the reasons for the maintenance service quality problems of JD Elevator Company from the three aspects of internal management,staff skills and customer communication.Finally,the research proposes to strengthen personnel supervision and management,optimize parts inventory management,strengthen comprehensive quality training of maintenance staff,improve performance evaluation and incentive mechanisms,strengthen customer communication, improve complaint handling mechanisms,and provide personalized solutions and other targeted service quality improvement strategies.It also proposes safeguard measures to improve strategies from three aspects of standard system,human resources and financial support. Key words Elevator company; Maintenance; Service quality; SERVPERF scale 目 录 III 目 录 摘要 ·································································································································· I Abstract ····························································································································· II 第1章 绪 论 ·················································································································· 1 1.1 研究背景和意义 ...................................................................................................... 1 1.1.1 研究背景 .......................................................................................................... 1 1.1.2 研究意义 .......................................................................................................... 1 1.2 服务质量管理研究现状 .......................................................................................... 2 1.2.1 国外研究现状 .................................................................................................. 2 1.2.2 国内研究现状 .................................................................................................. 3 1.2.3 文献评述 .......................................................................................................... 5 1.3 研究内容、路线与方法 .......................................................................................... 5 1.3.1 研究内容 .......................................................................................................... 5 1.3.2 研究路线 .......................................................................................................... 6 1.3.3 研究方法 .......................................................................................................... 7 第2章 服务及服务质量的相关理论 ·············································································· 9 2.1 服务的定义和特性 .................................................................................................. 9 2.1.1 服务的定义 ...................................................................................................... 9 2.1.2 服务的特性 ...................................................................................................... 9 2.2 服务质量相关理论 ................................................................................................ 10 2.2.1 服务质量的概念 ............................................................................................ 10 2.2.2 服务质量五个维度 ........................................................................................ 10 2.3 服务质量差距模型 ................................................................................................ 11 2.4 SERVPERF评价模型 ............................................................................................ 13 第3章 电梯维保服务管理现状 ···················································································· 15 3.1 JD电梯公司概况 ................................................................................................... 15 3.1.1 公司简介 ........................................................................................................ 15 3.1.2 公司组织架构 ................................................................................................ 15 3.1.3 公司竞争环境分析 ........................................................................................ 16 3.2 电梯维保欧亿·体育（中国）有限公司市场现状 ........................................................................................ 16 3.2.1 国外电梯维保市场现状 ................................................................................ 16 3.2.2 国内电梯维保市场现状 ................................................................................ 17 河北科技大学硕士学位论文 IV 3.3 JD电梯公司维保服务管理现状 ........................................................................... 18 3.3.1 JD电梯公司维保服务内容 ........................................................................... 18 3.3.2 JD电梯公司维保服务流程 ........................................................................... 19 3.3.3 JD电梯公司维保服务基本情况 ................................................................... 20 3.4 本章小结 ..................................................................................................