The Research Of Service Quality For Mobile Communication Industry Based On Customer Satisfaction

Along with the development of human society economy, service industry is acting the more and more important role in the entire world economics. The service economic time has already arrived. Service quality which is the core of service management receives widespread attention, too. Service quality has become the important means for the enterprises' competition, and improving service quality has already become one of the effective tactics taken by enterprises to strengthen their competition advantage. At present, domestic scholars mainly use the qualitative analysis to research service quality, either quote western evaluation methods or models which are existed for quantitative analysis. However, the evaluation of service quality to the different industries lacks the focalization or the discrimination. In view of this, the thesis studies the evaluation method of service quality of the mobile communication industry. The main research work is as follows:First of all, the thesis elaborates the concept and the measuring techniques of service quality, as well as the relationship between service quality and customer satisfaction. Also, it introduces the models of customer satisfaction index;Then, according to the characteristics of the mobile communication industry, the thesis proposes a improved customer satisfaction index model to measure the service quality. And it conducts the choice and the adjustment to each appraisal index of the model;At last, the thesis carries on an empirical study in Sichuan Mobile Communication LTD. Chengdu Branch to investigate the service quality. The thesis...