呼叫中心是互联网时代，11企业人工化程度最高、信息交互最快、业务范围最广的服 务窗口，通过先进的网络通信电信通讯手段，为客户提供高效、优质、全方位的售前、 杏中、售后服务。同时，呼叫中心作为将企业连为一体的综合信息交互体系，可以将外 部客户和内部的调度和管理联系起来，将客户的反馈及时收集并分类传递给相应的工作 部门。呼叫中心作为面对客户的首要窗口，其服务质量代表了一个企业的形象和态度， 也表明出企业对于客户的体验和反馈是否足够重视。因此，呼叫中心这个部门在企业中 越来越受到重视，如何提升呼[ntl r#，心服务质量是每一个相关企业需要关注的课题。 论文中对国内外关于呼叫中心的发展以及服务质量提升方式的相关文献进行了搜 集和整理，主要包括的概念理论有呼叫中心的运营、服务质量的概念、服务质量对于客 户体验的影响等等，并进行了综述。本文在分析Dr航空公司呼叫中心概况及所处行业 背景的基础上，利用层次分析法和综合加权评价分析等数据量化分析方法以及工具，构 建了航空公司呼l川中心服务质量评价指标体系，运用问卷以及调研对于该呼叫中心的服 务质量做出科学评估，结合Dr航空公司呼叫中心服务工作的售票退票服务、问询类服 务和反馈收集类服务等实例进行深入研究，从外部因素、话务运营、服务提供、服务规 范和客户抱怨等五个维度对制约该呼叫「}，心服务质童的因素进行了评价，指出了服务质 量所存在的问题，分析了产生这些问题的原因，并提出了Dr航空公司呼叫『!，心改善自 身服务质fit的对策建议，提供借鉴与参考。 关键词:呼11中}，心;11U务质fit .评价:{是升策III各 研究类型:专题研究 Subject: Special协， NMile: Study on Evaluation and Improvement of Service Quality of DF Airline Call Center :Master of Business Administration Yang Peiltong Instructor: Li ling Sibnature: Signature;. ABSTRACT The call center is the service window with the highest degree of humanization, the fastest information interaction, and the widest business scope in the Internet era. It provides customers with efficient, high-quality, comprehensive pre-sales, sales, after sales service through advanced network communication and telecommunication means. At the same time, the call center, as a comprehensive information interaction system that connects enterprises, can connect external customers with internal scheduling and management, and timely collect and classify the customer feedback to the corresponding work departments. As the primary window for customers, the quality of service of a call center also represents the image and attitude of a company, and whether the company pays enough attention to customer experience and feedback. Therefore, the call center department is getting more and more attention in the enterprise. I-low to improve the service quality of call center is a subject that every related enterprise needs to pay attention to. This paper collects and sorts out relevant literaturcs on the development of call center and the way of service quality improvement at home and abroad. The stain conceptual theories include the operation of call center, the concept of service quality, the influence of service quality on customer experience, etc. Based on the analysis of the DI' airlines call center overview and general industry background, this paper uses data quantitative analysis methods and tools such as analytic hierarchy process and weight grade method to construct the service quality evaluation index system of airlines' call centers. This paper makes。 scientific evaluation of the service quality of the call center by using questionnaires and surveys, and conducts an in-depth study combining with the example ol'the call center service of DF Airlines, such as ticket relund service. inquiry service and feedback collection service. The factors restricting the service quality of the customer service department are evaluated from five dimensions, including external factors, traffic operation, service provision, service specification and customer complaints. This paper points out the existing problems of service quality, analyzes the causes of these problems, and puts forward the countermeasures and suggestions for DF airlines call center to imnrnve its own service aualitv providinL ref-n-.- 叭 Key words: Call-center; Service Quality; promotion Strategy Thesis: Monographic Research ，户 目录 I 目录 1 绪论..........................................................................................................................................1 1.1 研究背景与研究意义.......................................................................................................1 1.1.1 研究背景....................................................................................................................1 1.1.2 研究意义....................................................................................................................2 1.2 国内外研究综述...............................................................................................................3 1.2.1 国外相关研究............................................................................................................3 1.2.2 国内相关研究...........................................................................................................5 1.3 研究方案与技术路线.......................................................................................................7 1.3.1 研究方法....................................................................................................................7 1.3.2 研究内容....................................................................................................................8 1.3.3 技术路线....................................................................................................................8 2 呼叫中心服务质量相关理论综述........................................................................................10 2.1 呼叫中心服务质量概述.................................................................................................10 2.1.1 呼叫中心..................................................................................................................10 2.1.2 呼叫中心服务的主要内容......................................................................................11 2.1.3 服务质量的内涵......................................................................................................11 2.2 服务质量评价的相关理论.............................................................................................12 2.2.1 顾客感知服务质量..................................................................................................12 2.2.2 SERVQUAL 模型....................................................................................................13 3 DF 航空公司呼叫中心服务质量现状................................................................................. 15 3.1 DF 航空公司和呼叫中心简介.......................................................................................15 3.1.1DF 航空公司概况.....................................................................................................15 3.1.2 DF 航空公司呼叫中心服务简介............................................................................15 3.1.3 DF 航空公司呼叫中心服务业务类型....................................................................18 3.2 DF 航空公司呼叫中心工作现状调查...........................................................................20 3.2.1DF 航空公司呼叫中心工作现状调查.....................................................................20 3.2.2 DF 航空公司呼叫中心工作问题分析....................................................................21 3.3 DF 航空公司呼叫中心客户体验度现状调查...............................................................22 3.3.1 呼叫中心客户体验度调查......................................................................................23 3.3.2 呼叫中心客户体验度调查结果分析......................................................................24 4 DF 航空公司呼叫中心服务质量的评价............................................................................. 26目录 II 4.1 基于工作现状与客户体验的服务质量评价指标构建................................................26 4.1.1 使用 SERVQUAL 量表分析评价...........................................................................26 4.1.2DF 航空呼叫中心服务质量评价指标选择.............................................................28 4.1.3 评价指标体系构建..................................................................................................29 4.2 DF 航空公司呼叫中心服务质量评价方式...................................................................31 4.2.1 AHP 层次分析法确定权重.....................................................................................31 4.2.2 对服务质量影响因素进行综合评价.....................................................................41 4.3DF 航空公司呼叫中心服务质量影响因素测评结果....................................................48 5 DF 航空公司呼叫中心服务质量的改进方案..................................................................... 50 5.1 呼叫中心服务质量提升的思路对策.............................................................................50 5.1.1 合理利用客户反馈.................................................................................................50 5.1.2 服务提供是基础，业务多样性是保障.................................................................50 5.1.3 服务质量改进流程要从多角度入手.....................................................................51 5.2 呼叫中心服务质量提升的具体措施.............................................................................52 5.2.1 保障服务质量，把能力提升放在首位.................................................................52 5.2.2 调动人员积极性，提高服务规范水平.................................................................53 5.2.3 完善服务盲区，改进未结问题跟踪体系.............................................................55 5.2.4 重视客户反馈，完善服务质检方案.....................................................................56 5.2.5 充分利用数据分析，强化现场管理.....................................................................58 5.2.6 优化硬件系统，提升客观服务质量.....................................................................59 6 结论与展望............................................................................................................................61 6.1 结论.................................................................................................................................61 6.2 展望.................................................................................................................................62 致谢...........................................................................................................................................63。。。。。。以下内容略