Research On Culture Construction Basing On The Improvement Of Service Quality

Since the communication science, there is a remarkable development of the communication industry. Especially during the recent 20 years, it has become a significant part of the service industry and the competition of the service industry has come to the service quality. The service attitude and behavior of the staff is according to the enterprise culture which influences the service quality of this company. Nowadays, the number of clients of China Unicorn (one of the three communication operators in China) has been reducing obviously. One of the main reasons is the quality of customer service provided by the company is not high, the customer is dissatisfied, poor corporate culture construction is an important reason, strengthen corporate culture, improve service quality, is to enhance China Unicom corporate management level important content.This article basing on the expert’s theoretical model, taking BB Unicorn as a sample. According to the summary of the investigation on service quality from all over the world and the deep mean in the BB Unicorn culture, the evaluation model of BB Unicorn and the survey of company service quality are developed.210 questionnaires for clients of BB Unicorn were adopted. Using SPSS20.0 statistical analysis software to analyze data processing, analysis the service quality evaluation of the reliability and validity of the questionnaire, with building BB Unicom company’s service quality evaluation model analysis; Aiming at the existing problem of service quality inspection of the company’s corporate culture construction for the ground.Proposed for the culture construction of BB Unicom business problems countermeasures and suggestions, one step is to increase corporate culture public efforts to establish a correct understanding of the corporate culture; the second is the institutionalization of the core values, cultural norms to guide landing; the third is to establish an effective incentive system, pay attention to the development of its own staff; fourth, focus on creating a culture and enhance staff awareness of service.