【作者】 赵朕；

【导师】 王金凤；

【作者基本信息】 郑州大学 ， 管理科学与工程， 2012， 硕士

【摘要】 知识社会以及信息爆炸时代的来临,使得依托于先进科学技术的工程咨询产业得了迅猛的发展。随着行业之间竞争压力的加剧,市场细分程度越来越高,顾客需求多层次化的情况越来越突出,这就迫使工程咨询企业不断提高自身的服务质量,改善服务水平,创造顾客满意,进而才能保证企业持续稳定的发展。因此,工程咨询企业服务质量对绩效的影响研究就有比较重要的实际意义。首先,本文深入分析了工程咨询企业的内涵和特点、发展现状及存在的问题。然后又对服务质量和企业绩效的基本理论做了阐述,在此基础上,分析并研究了服务质量对企业绩效的影响关系,进而构建了工程咨询企业服务质量对企业绩效的影响模型,提出了本文的研究假设。其次,本文结合了工程咨询企业的服务特点,设计出了研究所需要的两个量表,包括服务质量相关量表和企业绩效相关量表。在此基础上,又设计出了本文研究所需要的调查问卷,对河南省的8家工程咨询企业进行了问卷调查,收集并整理数据后,对数据进行了描述性统计分析,然后又运用统计学软件对数据进行了信度、效度以及假设检验。本文通过验证得出了工程咨询企业服务质量的五个维度对企业绩效的影响关系,即资源支撑度,可靠度,响应速度、保障能力以及顾客关怀度都对企业绩效有直接正向影响,也就是说工程咨询企业可以通过提高资源支撑度,可靠度,响应速度、保障能力以及顾客关怀度这五个方面来增强企业的盈利能力、提升品牌认知度以及顾客满意度。最后,根据研究结果,本文从企业对顾客服务质量的提高以及自身能力建设这两个方面,提出了工程咨询企业绩效改善策略。更多还原

【Abstract】 With the coming of knowledge society and era of information explosion, relying on advanced science and technology, engineering consulting industry is flourishing. With the pressure of competition between industry intensifies, the degree of market segmentation is more and more high, and multiple levels of the customer need are more and more prominent, which forces engineering consulting enterprises improving their own service quality, improving the service level, creating customer satisfaction, and then to guarantee the stable development of the enterprise. Therefore, the research on the effect of service quality on the Performance of Engineering consulting enterprises has important practical significance.Firstly, this paper deeply analyzes the engineering consulting enterprises connotation and the characteristic, development situation and existing problems. And then the paper describes basic theory of the service quality and enterprise performance. On this basis, this paper analyzes and studies the effect of service quality on the enterprise performance, and then to build the influence model of service quality of the engineering consulting enterprises on the enterprise performance. This paper puts forward the research hypotheses.Secondly, combining with the service characteristics of engineering consulting enterprises, the paper designs two scales of research needs, including the relevant scale of service quality and the relevant scale of enterprise performance. And based on this, the paper designs research needs questionnaire for eight of the engineering consulting enterprises in Henan Province, collects and arranges the questionnaire survey, makes the data descriptive statistical analysis. Then statistical software is used in the truth testing, validity testing and hypothesis testing for the data.Through the verification, the paper obtains the effect of the five dimensions of the service quality on the performance of engineering consulting enterprises, including the degree of resource supporting, the reliability, the response speed, the support capacity and the degree of customer care, have direct positive impact on the enterprise performance. Engineering consulting enterprises can improve enterprise profitability, enhance the brand awareness and customer satisfaction by improving the degree of resource supporting, the reliability, the response speed, the support capacity, the degree of customer care. Finally, according to the results, from two aspects of the improvement of service quality and self ability construction, this paper proposes improvement strategy of engineering consulting enterprises performance.更多还原