| At present, China's telephone users have more than 900 million. As the service industry with a huge consumer group,customers and community pay increasing close attention to quality of service in the telecommunications industry. With the 2008 Beijing Olympic games approaching, the surge in business no doubt accompany by demands improvement of the telecommunications service quality. To ensure the communication lines of the Olympic games open is definitely a big and arduous test to the Chinese telecom operators. At the same time, how the telecom operators can make the Olympic games as an opportunity for development and the entire level of service to upper floor is a bigger challenge.Based on the analysis of the status quo of China's telecom industry development and the gap compared with developed countries, the author combines the theory of perception of service quality with practical application of the telecommunications industry by studying the application of quality perception of customer service in the telecommunications industry and the importance of upgrading service quality of the telecommunications. Then, through conducting the customers'satisfaction survey to Tianjin Netcom Corporation, the use of statistical methods by combining qualitative analysis and quantitative analysis and application of charts, graphs and so on to explain instruction and summarize the weak links of service quality in Tianjin Netcom Corporation. In the end, the article conducts analyses to the issues show in the survey, puts forward relevant proposals and ways to improve.Through these analyses, the author comes to the objective conclusion on the status of service quality of Tianjin Netcom Corporation and proposes the feasible methods and measures for improvement of the company's service quality management by the use of the relevant policies and regulations, which will help Tianjin Netcom Corporation to further improve and compete as the analysis tools for reference. |
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