| Service first has become an important strategy of Telecommunications Company for the 12 th five-year plan.And innovation and service leading scale development has also become a main work.However,the customer service quality improvement was restricted by the service quality management division,the shortage of quantitative evaluation standards and lack of unified control means.The purpose of this study is to build a full-service quality assessment model to make an accurate judgment on the quality of service which Telecommunications Company supply.The meaning of the whole business within the text consists mainly telecommunications services,while providing a means of mobile,fixed,data networks,access services to carry out comprehensive operations,communications and value-added services.This research is carried out under the framework of the SERVQUAL theory.After analyzing the five evaluative dimensions of SERVQUAL theory,I find that the theory of SERVQUAL evaluation factors focuses too much on quality function evaluation,and lack of evaluating the technical quality,but as a representative of the high technology industry,technical quality is an indispensable part of telecommunications industry.Therefore,this paper carried on the analysis to service elements of the telecommunications industry.SERVQUAL evaluation factors as a basis,adding and modifying the technical quality and other telecommunications industry related dimension is to make greatly improvement in the service quality evaluation capability and accuracy.Then the article use the SPSS software for each sampling data and indicators by quantitative analysis to prove that the previously based on SERVQUAL theory of telecom industry service quality evaluation method is accurate.After that,the evaluation methods from multiple perspectives is used to analyze the current quality of service supplied by the company and makes the investigation to show by the results of the company's customer service quality. |
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