Decision Analysis on Service Capacity Based on Service Quality

Service Capacity is the suppliers satisfy the consumers demand during a time. It is very meaningful that choose the properly target service capacity to improve, which can help the enterprise improve the consumers satisfaction and obtain the lead position in the industry. The enterprise we chose in this paper is pay close attention on service quality one factor of service capacity. Divide the consumer into priority and the normal, collect the most dissatisfaction factors about different types of consumers using questionnaire. First, by analyzing the questionnaire, we discovery that the priority dissatisfaction on empathize primarily, which is different from the normal. Then we use M/M/1 and M/M/s model to analysis, The result is that if there is only one service counter, the enterprise needs to change the servicer in time, in order to keep the service stress ? high, if there are more than one service counters, the enterprise should provide more counters based on the consumers arriving time, on the purpose of reducing waiting time and improving the service quality.