Mobile Service Satisfaction Evaluation Model Research

In the information age, with the rapid development of the globaltelecommunications, the motion communication industry becomes the maindevelopmental strength of telecommunication industry. As the important and basicapartment, the development of telecommunication industry is related to the nationaleconomy and the people’s livelihood. In the future, it will be a broad marketing spacebecause of the transforming of wireless mobile communication technology inbroadband and utilizing of the intelligent terminal, which is the important driving forcefor telecommunication industry. It is of great significant to enlarge the motioncommunication industry. However, recently it is heavy complainted about bad service inthe motion communication industry. Therefore, it is a big and urgent problem inevaluating the service of the motion communication industry.This thesis is established in investgating the service of the motion communicationindustry, analyzing the present situation of poor service and abtaining promotionstrategy. At first, this thesis analyzes the research background and purpose to illustratethe research field and research method, which is of strong realistic and theoreticalmeaning. Then, I synthesize the theory, literature and actual condition to construct theevaluate model of mobile service satisfaction under the frame of service theory. Andthen, I obtain direct data through questionnaires which is based on the evaluate model,using structural equation and test method to do some validity check and classificationby these data. Meanwile, I improve the evaluate model on the basis of the test result andbalance the actuality and scientificalness. At last, this thesis put forwards someimprovement strategy on the promotion field and actual measure through analyzingdatas in the questionnaire based on the evaluate model.The innovation of this thesis lies in considering the particularity and reality of themotion communication industry, possessing powerful actual meaning. In addition, Iconsider each side in mobile service seperately based on the “7P” theory and theindustry to make the evaluate model completely and scientifically.