摘要
众所周知，水乃生命之源，供水行业在行业性质上具有垄断性及特殊性。长
期以来，全国各地供水企业皆具有国有控股性质，大部分企业受计划经济体制观
念影响，服务意识薄弱，大多数供水企业坚持“以我为主”的服务理念，未切实
从用户角度出发考虑服务问题。近年来，随着国企混改浪潮的推进，各地供水企
业已陆续融入外来资本，其中更不乏佼佼者已完成上市。TGZF 供水公司作为地
方性供水企业一贯的服务宗旨是打造高质量的供水服务，企业虽完成了体制改革，
但公司的服务质量水平始终没有一个跨越性提高。
本文通过服务质量评价的研究,分析 TGZF 供水公司在各个服务环节质量管
理方面的优劣,发现客户服务过程中存在的管理流程问题。本次对TGZF供水公司
服务质量评价主要采用内部评价与外部评价相结合的方式进行，内部评价首先以
《城镇供水服务标准》为参考标准，分析 TGZF 供水公司各服务指标与国家标准
之间的差距，找到目前的服务质量问题，其次与公司内部员工以及中高层员工进
行访谈，对访谈数据利用MAXQDA软件进行编码化，分析公司内部服务质量问题；
外部评价主要利用 SERVQUAL 服务质量模型量表做数据统计分析，利用期望数据
与感知数据的差距诊断目前公司服务中出现的各类服务质量问题。根据发现的问
题，本文将以降低公司产销差指标为目的，以服务差距模型为指导，以公司现有
服务体系文件为基础，有的放矢的提出 TGZF 供水公司服务质量改进策略，旨在
从根本上解决用户服务体验较差的问题。本研究认为公司应建立标准化服务流程；
强效绩效管理、强化员工服务导向；落实制定限时完成服务承诺、丰富优化线上
业务渠道。通过解决人们关注的服务痛点，改善公司整体的服务质量。
关键词：供水公司 服务质量 服务质量评价 服务质量改善
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Abstract
As we all know, water is the source of life, water supply industry has monopoly
and particularity in the nature of the industry. For a long time, water supply enterprises
all over the country have the nature of state-owned holding, most of the enterprises are
affected by the concept of planned economy system, service consciousness is weak,
most of the water supply enterprises adhere to the service concept of "me first", not
from the user to consider the service problem. In recent years, with the promotion of
the mixed reform of state-owned enterprises, one after another water supply enterprises
have been integrated into foreign capital, and more outstanding ones have been listed.
As a local water supply enterprise, TGZF Water Supply Company always aims to create
water supply services that satisfy the people. Although the enterprise has completed the
system reform, the service quality of the company has never been improved by leaps
and bounds .
Through the research ofservice quality evaluation, this paper analyzesthe
advantages and disadvantages of TGZF Water Supply Company inthe quality
management of each service link, and finds out the management process problems in
the customer service process. The service quality evaluation of TGZF Water Supply
Company ismainly carriedout by combininginternal evaluationand external
evaluation. The internal evaluation mainlytakes the urban water supply service
standard as the reference standard, analyzes the gap between the service indicators of
TGZF Water Supply Company and the national standards, and finds out the current
service quality problems. Secondly, interviews are conducted with internal employees
and middle and high-level employees of the company, and the interview data are
encoded by MAXQDA Software, Analyze the internal service quality problems of the
company; The external evaluation mainly uses SERVQUALservice quality model scale
for data statistical analysis, and uses the gap between expected data and perceived data
to diagnose various problems in the company's services. According to the problems
found, we will aim to reduce the company's production and sales gap index, take the
service profit chain as the guide, and take the company's existing service system
documents as the basis to solve the problems that lead to the dissatisfaction of the user's
service experience. We believe that the company should establish a standardized service
process; Strong performance management and strengthened staff service orientation;
Implement the service commitment to complete within the specified time limit, enrich
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and optimize online business channels. Improve the overall service quality of the
company by solving the service pain points that people pay attention to.
Key words: Water supply company；Service quality；Service quality
evaluation；Service quality improvement
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