Analysis on the Service Quality Standards in China and Suggestions for Improvement

Abstract

The current literatures on service quality standards are mainly about the service quality for a single industry. It is meaningful to do comprehensive research on service quality standards in China. Service quality standards can help improving service quality through three mechanisms. This paper collected service quality standards with keywords of “service quality” in name. There are more than 100 standards on service quality, including national standards and sector standards. This paper did quantitative research on the issue years of these standards, the responsible units and the classification of these standards according to industry. There are three problems existed in China's service quality standards. First is the imperfect standard system. The second problem is the low quality and low applicability. It is necessary to analysis and evaluate China's service quality standards systematically to find out which areas there is no or not enough standards on service quality. Besides, it is important to review the standards timely and shortened the cycle of standard formulation. The last advice is to improve the applicability of standard by taking into the application of advanced technology in service standard and do deep study on the indicators of service.