The Service Quality Assess Method And Application In Mobile Industry

The research on the service management has grown up with the rise of theservice industry;the service quality has become a focus since it is the nucleusof the service management. The theories and methods about manufacturingindustry has become more and more mature, but our study on the servicequality and the method of the management seems depressing, frankly speaking,the assess and quantization on the service quality is a difficult problem for itsresearch.This paper uses the Grey Theory combined the Fuzzy Mathematics asassess model, the five service quality attributes which PZB find is its basis.Then it provides a assess method for the study of the service quality. It alsoapplies it to the mobile phone industry in Qin Huangdao city to estimate theservice quality of the China Mobile and Union Com.First of all, this paper gives us the background and meaning of the studyon the service quality, it also analysis the dynamic situation in home and board,then puts forward main idea and method as well as the structure of the essay.Secondly, it basically outlines the latitude of the service quality and someconceptions by some related analyze. Moreover, it approaches an assessstandard on the service quality. It makes us know the development clearly onthe study of the service quality by citing two classical models. Then, we construct the assess method of the service quality by comparingwith some typical cases, this method quotes the quintessence of these examples,what's more, it develops what is useful and discards what is not, it alsocombines merits of these assess method and grey fuzzy theories.At last, we get the service quality's results of the China Mobile and UnionCom in Qin Huangdao city by investigation and the application of grey fuzzytheories. We also find the merits and drawbacks of this assess method and lookforward to the direction and point of importance of the service quality in thefuture.