Study On Improving Service Quality Of Business Hall Of China Mobile Group Lanzhou Branch

In 2013, China three operators by the Ministry of industry announced the official release of4 G licenses, since then, 4G era has fully landed in China. 4G era business hall will and of the era of 3G business hall in the sales and service of occurrence change, because the official commercial4 G, the income structure will occur big changes, difference in 3G data services revenue growth,4G will speed as revenue growth. From the business perspective of business development index has been the main content operators appraisal business, while ignoring the importance of service quality management in the operating room in. From the customer’s demand, along with the continuous improvement of the mobile communication network infrastructure, communication quality is getting higher and higher, customer for the choice of communication operators to distinguish between degrees in communication quality has decreased year by year, and no change of quality of service has affected the direct experience of customer, from this point of view, in important respect factors influence the competitiveness of operators, service quality is absolutely can’t be ignored, and will become the most important measure indicators.Firstly, this paper expounds the background and significance of the topic and the research purpose, content and methods are described. Through literature review, understanding of domestic and foreign research status of the quality of service, for guiding the direction of research. Secondly,by observing the mysterious customer investigation visit, I personally to the identity of the customer to operators running the business hall of on-the-spot investigation and evaluation,through survey data pooled analysis of comparative business hall service status and management norms, there are differences, and compared with competitors. Through the investigation, the business service quality management level not only between administrative regions and business level uneven results, there is a big gap and the measure of the score gap. Through the system of Lanzhou mobile internal and external environment analysis, find out the difficulties and facing the direction of the transformation of business hall. Finally, this paper proposes to build a new business hall, centralized operation and management of a unified business hall, the business hall for the integration of the chain stores. Centralized operations management, marketing management,service management, channel construction, human resource management and comprehensive management. And according to the investigation conclusion, put forward to enhance the scheme and measures of business hall service quality from the business service concept, service capabilities and business based management system.