An Evaluation Of Service Performance On Jinzhou Telecom

Popularization of the Internet and the telecom industry involved in the personal computer industry integration. The telecommunication service performance has been widely concerned by industry and academia, enterprises are in need of a set of strict and accurate service performance evaluation index system to reflect the enterprise service performance level.Firstly, combining the literature at home and abroad, And constructed the service performance evaluation index system based on Customer perception theory and SERVQUAL evaluation system and applicate the shareholders perceived performance in the service performance evaluation index system. Finally, the service performance evaluation index system include business service performance, communication service performance, content service performance and shareholders’perceived performance.Secondly, Trough Designing the weight survey questionaire, customer satisfaction questionnaire and shareholder satisfaction questionnaire, and doing investigation to the experts, telecom enterprise managers and consumers, using the Analytic Hierarchy Process (ahp) to determine the weight of each index in the evaluation index system.Finally, combining the survey data of customer satisfaction questionnaire and shareholder satisfaction questionnaire, evaluate the service performance using the fuzzy comprehensive evaluation method. It turns out that there exists problems in business service performance evaluation, communication, service performance and content on the service performance in Jinzhou telecom, for example, information transparency is not high, service consciousness is not strong and so on. It is obvious that Jinzhou telecom should improve customer satisfaction, enhance information transparency, and reinforce the management.