A Study on Improvement of Service Quality Based on Service Process

Service quality is the life line of the whole service industry.Service has the features of intangibility and simultaneity of production and consumption,which makes the management of service quality different from that of visible products.The main participants of service process are producers and consumers.In the process of participating in the service they have their own needs,and these needs are mutual influence.From the beginning to the end,the service process is to make all kinds of service activities to meet the participants' needs.These service activities interrelated is composed of the system.We should follow the requirements of the system.If these inherent requirements are followed service can be made to conform to needs and service quality can be improved.