摘要
在天然气市场化条件影响下，燃气客户越来越注重服务品质，传统的服务模
式无法满足当前市场需求，H燃气企业作为服务企业，需要改善服务质量，增强
企业可持续发展能力。
本文以 H燃气企业如何根据客户需求，改善服务质量为研究主线。首先通过
SWTO分析模型对企业战略定位分析、使用波特五力模型对企欧亿·体育（中国）有限公司现状分析，H
燃气要在竞争激烈的市场上提升竞争力，需要改善服务模式，制定差异化服务战
略。在此基础上对 H燃气企业服务流程、组织架构、内部营销、品牌构建、安全
管理等服务质量现状分析，发现 H燃气企业服务模式不能满足市场及客户需求。
其次建立 SERVQUAL模型，向 H燃气客户发放 200多份问卷调查，从SERVQUAL
模型的五个维度：响应性、可靠性、有形性、保证性、移情性，分别对客户预期
服务水平和实际服务做出了评估，得出 SQ为-1.67，并认为客户实际感受到的服务
水平远低于客户期望的服务水平，企业在服务质量提升方面有很大的进步空间，
通过上述分析方法分析，确定 H燃气在服务质量方面主要存在的问题有未建立服
务网络机制；组织架构协同服务能力弱；服务人员专业性不强等。
接着在 H燃气服务质量现状研究基础上，对企业服务质量进行改善设计，以
构建品牌服务为目标，以五个维度为设计思路，服务流程、组织架构、服务信息
系统等为设计内容，结合企业实际情况对企业服务质量进行优化设计。最后分别
从技术、资金、人事等方面对制定的改善方案进行保障，确保服务质量方案切实
能为企业发展带来实际的效益。通过对 H燃气企业服务质量改善方案研究，企业
可以突破自身的限制，清除企业在现今市场环境下不达时宜的旧体制、旧办法，
形成符合当代竞争形势下企业新举措、新体制，根据市场需求及时调整企业服务
运营模式，从服务模式方面进行创新改善，提升企业竞争力。
关键词：服务质量服务创新城市燃气SERVQUAL模型
I
Abstract
Under the influence of natural gas market conditions, gas customers pay more and
more attention to service quality, and the traditional service mode cannot meet the
current market demand. As a service enterprise, H gas enterprise needs to improve
service quality and enhance its sustainable development ability.
This paper focuses on how H gas enterprise improves service quality according to
customer demand. Firstly, the SWTO analysis model is used to analyze the strategic
positioning of the enterprise and the Porter's Five Forces model is used to analyze the
current situation of the enterprise. In order to enhance the competitiveness of H gas in
the competitive market, it isnecessary to improve the service mode and develop
differentiated service strategy. On this basis, the service quality of H gas enterprise,
including service process, organizational structure, internal marketing, brand building
and safety management, is analyzed, and it is found that the service mode of H gas
enterprise cannot meet the market and customer needs. Secondly, the SERVQUAL
model was established, and more than 200 questionnaires were sent to H gas customers
from thefive dimensionsof the SERVQUALmodel: Responsiveness, reliability,
tangibility, assurance, empathy, respectively to the expected service level and the actual
service to the customer evaluation, SQ is 1.67, and that the customer actually felt
service level is much lower than the customer expected service level and enterprise to
the improvement of service quality has a great progress in space, through the above
analysis methods to analyze, The main problems existing in service quality of H gas are
toestablishservicenetworkmechanism; Weakcollaborativeserviceabilityof
organizational structure; Service personnel professional is not strong.
Then, based on the research on the current situation of H gas service quality, the
improvement design of enterprise service quality is carried out, aiming at building brand
service, taking five dimensionsas the design idea, service process, organizational
structure and service information system as the design content, and combining with the
actual situation of the enterprise, the optimization design of enterprise service quality is
carried out. Finally, the improvement plan is guaranteed from the aspects of technology,
capital and personnel to ensure that the service quality plan can bring practical benefits
III
to the development of the enterprise. Through the study ofH gas service quality
improvement plan of the enterprise, the enterprise can breakthrough the limitation of its
own, clear enterprise in the current market environment is not up to time of the old
system, the oldway, formed in the newmeasures for the enterprise competition
situation, the new system, according to the market demand timely adjust enterprise
service operation mode, from theaspects of service mode innovation to improve,
improve enterprise competitiveness.
Key words: service quality service innovation
city gas
SERVQUAL model
IV