Approach Research On Improving Billing Information Service Quality For Chinese Telecom Firms

With telecom service industry playing a more important role in social economy and the intensive competition in telecom service area, telecom service quality has become an important factor used by telecom firms to seize market share, attract customer and remain customer. Billing service, a weak ring in the link of telecom service, has attracted lots of attention. On the basis of consulting abundant correlative literatures in service marketing, service quality management and measuring models o f service quality, this research introduces the traditional theories of service marketing and service quality management into telecom billing service area. Then the research analyses billing information service including the ways of providing with billing service and the format of billing information which is offered by Chinese telecom firms by all kinds of means, and presents some scientific and practical measures and advice to improve billing service quality and customer satisfaction for telecom firms.Empirical analysis and standard analysis are applied in this paper. Dependent on the project of China Mobile Customer Touch-pointInformation Optimization——Billing Service Optimization and based onabundant practical materials, this research takes the model advanced by Parasuraman et al and other relative theories, and designs the questionnaire for the study through deep interview, group discussion, etc. Through statistical analysis of returned valid questionnaires, the research attempts to present the status in quo and find out the main influential factors of Chinese telecom firms' billing service quality. On the basis of...