随着全球信息化的来临,网络技术的快速发展以及计算机的深化应用,资产管理作

为企事业单位管理工作的重要组成部分,已经日益受到管理者的重视,而资产管理软件

作为一款典型的应用软件也面临着满足客户多重需求以及操作便捷、界面人性化等多方

面要求。本文以M公司为案例,通过SERVQUAL服务质量模型分析客户对于资产管理软

件服务的服务质量感知和期望情况,寻找到改善现有服务质量的准确切入点,从而有效

建立提升模式。通过服务质量的有形性、可靠性、响应性、安全性和移情性五个维度进

行分析,探索服务差距影响因素,并从五个维度制定出改进策略,目的在于改善M公司

的营销现状,同时也为其拓宽和延长现有服务链,或是开发新的相关服务产品提供参考。

关键词:服务质量模型;资产管理;软件服务;感知服务

Abstract

With the advent of global informationalization, the rapid development of internet

technology and the deeply application of computer system, asset management has become an

important part of corporate management and has also increasingly attracted the attention of

managers. As a typical application, asset management software is faced with multiple needs,

convenient operation and interface humanization, etc. Take M company for example, this

paper will use SERVQUAL model to analyze the expected service and perceived service of

asset management software services, looking for an accurate point to improve the existing

service quality and thus effectively establish a promote model. Through the analysis of five

dimensions for service quality,including tangibility, reliability, responsiveness, security and

empathy,we will try to develop five related improving strategies,aiming at improving the

marketing situation of M company, the expansion and extension of the existing service chain,

as well as developing new service products. Finally, the M company could gradually get the

priority of the competition.

Key words: SERVQUAL model; assets management; software maintenance; perceived service