Research On The Customer Service Quality Of Government And Enterprises Of Yueyang Branch Of China Telecom

In2002, the government and enterprise customers department of Yueyangtelecommunication branch was establishment, and it’s target has been transferredfrom the customers expension to the maintenance and access of higher qualitycustomers. The telecommunications industry’s restructured in2008and it is time forfull-service-period.China Mobile and China Unicom has strengthen their power notonly in the government and enterprise customers market, but also in market share.Three companies take measures to develop the government and enterprise customersmarket, expand the user base, increase market share.The competition of theGovernment and enterprise customers market has been increased dramatically. It is animportant issue for China Telecom to improve service quality of the government andenterprise customers, which is in order to develop and maintain old and newcustomers.This paper is based on the service products and its quality of the government andenterprise customers. Combined with the actual situation of Yueyang branch of ChinaTelecom, the service quality gap mode was analysed, and the hot topics weredetermined by deep the interviews and discussions with the customers.So,21factorsof the SERVQUAL scale were revised and the questionnaire was designed.Then theauthor investigated200selected government&enterprise enterprise customers.Afterthe the sample data analysis, it is concluded that the evaluation of the service qualityof the Yueyang branch of China Telecom of the Government and enterprise wasarrived. The results indicate that the higher degree of identity on the survey of the21factor, the higher expectations on the sevice quality of Yueyang Telecom.But thereexisted many problems in the Yueyang Telecom’s sevice to this specific marketcustomers. There is a larger difference between the service quality expectation and theservice quality perception. Based on the measurement results, the author furtheranalysised the current major problems of the Government&enterprise customerservice quality, and some effective measures were proposed.In a word, the paper took a scientific evaluation system to evaluate Yueyangtelecommunications Government and enterprise customers service situationobjectively. Then this paper found out the source of the problem and took somemeasures, which provide a reference to enhance an general idea for the Yueyang branch of China Telecom on the topic of Government and enterprise customers servicequality. All the data and materials in this research are taken from the actual customersand employees, which are of significant practical meaning for the promotion ofGovernment and enterprise customers service.