O'connell Adsl Business To Strengthen The Quality Of Service Management

Since 2000, ADSL has been developing high-speedily in our country, At the end of 2006, only CNC has 25 million ADSL users. Now the quality of service is more and more important. Auco company, as a subsidiary of state owned group enterprise, offers ADSL business, which is improving the employee's quality of life and is also the business extension of the group. Improving the quality of service can improve the figure in the Group. Quality of service must be improved from time to time for such a high speed development business. This is a key factor for the sustainable development of ADSL.This article analyzed the service quality and problem reason in Auco company for its ADSL business. Then, it takes SERVQUAL model for quality of service management theory to evaluate. Auco company for its ADSL service. At last, it gives the improving strategy about the quality of service.This article analyses the practice background from investigative goals and value, researches latest determine and review for service, quality of service, especially SERVQUAL model theory.This article analyzed the service management actuality and the reason of existing problem in Auco company for its ADSL business. It also analyzed all the customers as the home user and unit user in accordance with their demand.It evaluated the perceived quality of service for the customer (primarily home user) with SERVQUAL model and empirical research. The survey evaluate adopt simple random sampling. Investigation method is as personal interview and telephone interview. The survey dispensed 500 questionnaires and retrieved validity 383 questionnaires. Thorough statistical analysis, it is showed that the main challenge of Auco company for its ADSL service is service empathy.At last the investigative consequence is, Auco company needs to innovate its organizational framework, improve and perfect its quality assurance system, improve its employee management and customer's service consumption pilot, and put forward to improve its concretion strategy of service.