1. Standard of service quality measurement

The measurement of service quality is the investigation, measurement and determination of customer perceived service quality by service enterprises. From the management point of view, quality service must meet the following standards:

(1) Standardization and skills: customers believe that service providers, staff marketing systems and resources have the necessary knowledge and skills to standardize operations and solve customers' difficult problems (related output standards).

(2) Attitude and behavior: customers feel that service personnel (front-line employees) take the initiative to take care of them in a friendly way and take practical actions to solve problems for customers (related process standards).

(3) Accessibility and flexibility: customers think that the geographical location, business hours, staff and operating system design and operation of service providers are convenient for service, and can be flexibly adjusted at any time according to customer requirements (related process standards).

(4) sense of reliability and loyalty: customers are convinced that they can rely on the service provider, its staff and operating system no matter what happens. Service providers can keep their promises and try their best to meet the best interests of customers (related process standards).

(5) Self-repair: The customer knows that whenever an accident occurs, the service provider will take actions quickly and effectively to control the situation and find new feasible remedial measures (related process standards).

(6) reputation and credibility: customers believe that the business activities of service providers can be relied on and are worth the money. I believe that its excellent performance and extraordinary value can be shared with customers (related image standards).

among the six standards, standardization and skills are related to technical quality, while reputation and credibility are related to image, which can act as a filter. The other four standards, attitude and behavior, accessibility and flexibility, reliability and loyalty, and self-repair, are obviously related to the process and represent the quality of functions.

service supervision related to service perceived quality is perceptual control. If customers have no control over consumption, they will feel dissatisfied. For example, if the manufacturer deprives the customer of the power of supervision and control, then the congestion and waiting that can be tolerated under other circumstances will also cause volcanic eruptions. The customer wants to have a feeling that he has some control over the service transaction and will not always be manipulated by the manufacturer. If this demand is met, the satisfaction will be greatly improved. Managers should seriously consider establishing a supervision and control mechanism.