摘要
增强企业核心竞争力、提高市场份额是企业长效经营发展的重点，而服务质量水
平的高低是影响企业长效发展的关键因素之一。所以，服务质量管理体系在企业管理
中服务质量方面有着重要的纲领性意义，其能否发挥作用就显得十分关键。服务质量
管理体系的有效实行，在国内的很多设计企业中效果并不明显，在执行服务质量管理
体系的过程中长时间存在不足和隐患，以及一些不适宜的措施，致使企业的服务质量
管理体系无法发挥有效作用，从而产品质量也缺少了保证。本文通过对 SY设计院服
务质量管理中存在的问题进行分析，挖掘问题产生的原因，从而针对 SY设计院运营
状况提出服务质量提升策略，为企业产品和服务质量建立可靠保障，由此提高 SY设
计院的经济效益和竞争力。
本文以SY设计院为研究对象，首先，对过往学者在研究中积累的经验进行梳理，
尤其阐明了能对服务质量、客户满意度研究起到指导作用的理论。其次，依据交通设
计欧亿·体育（中国）有限公司的现状和特点，综合利用客户满意度指数模型、层次分析法、模糊评价法等工
具对 SY设计院客户满意度进行了科学测评，通过分析测评结果找出 SY设计院服务
质量存在的问题及原因主要有人员服务能力不足，原因是管理机制、管理标准化、后
期服务与内部沟通等不完善；运营服务特色不强，主要是运营理念固化，疏于管理的
原因；信息服务效率不高，主要原因是网络信息服务重视不够；硬件建设规划不明，
原因是设计院运营时间较长，设施老化。最后，结合市场需求和企业规划发展，从服
务团队优化、创新特色运营、加强信息服务、优化硬件配置等方面，制定了服务质量
提升策略，力求提升 SY设计院服务质量，提高客户整体满意度，助力 SY设计院实
现长效发展。
关键词：服务质量，客户满意度，设计院
I
Abstract
Enhance the core competitiveness of enterprises, improve market share is the focus of
long-term business development, and the level of service quality is one of the key factors
affectingthe long-termdevelopmentofenterprises.Therefore,the servicequality
management system has an important programmatic significance in the service quality of
enterprisemanagement, andwhetheritcanplay aroleiscrucial. Theeffective
implementationofservicequalitymanagementsysteminmanydomesticdesign
enterprises, the effect is not obvious, in the implementation of service quality management
system in the process of long-term deficiencies and hidden dangers, as well as some
inappropriate measures, resulting in the enterprise's service quality management system
can not play an effective role, thus product quality is also lack of guarantee. This paper
analyzes the problems existing in the service quality management of SY Design Institute,
excavates the causes of the problems, and puts forward the service quality improvement
strategy according to the operation status of SY Design Institute, so as to establish a
reliable guaranteefor enterprise products andservice quality, soas to improve the
economic benefits and competitiveness of SY Design Institute.
This paper takes SY Design Institute as the research object. First of all, it sorts out the
experience accumulated by previous scholars in the research, especially expounds the
theory that can play aguiding role in the research of servicequality and customer
satisfaction. Secondly,accordingto thecurrentsituation andcharacteristics ofthe
transportation design industry, the customer satisfaction index model, analytic hierarchy
process, fuzzy evaluation and other tools are used to scientifically evaluate the customer
satisfaction of SY Design Institute. Through the analysis of the evaluation results, it is
found that the problems existing in the service quality of SY Design Institute and the
reasons are mainly the lack of personnel service ability, which is due to the imperfect
management mechanism,management standardization,andlate serviceand internal
communication. The characteristics of operational services are not strong, mainly due to
the solidification of operational concepts and neglect of management. Information service
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