System Dynamics Modeling For Telecom Service Quality Evaluation

With the rapid development of China's telecom industry, service quality has become one of the factors that impede the development of Telecom Company. Telecom market is not standardized, rules and regulations are not comprehensive enough, and new technologies bring in the emerging network and information security issues, which have made customer dissatisfied with service quality. Therefore, to improve telecom service quality is necessary, and it can improve customer satisfaction, also enhance their service performance, which is favorable for long-term development.Currently, there is no unified conceptual model for telecom service quality, and based on SERVQUAL model of service quality and customer satisfaction surveys its evaluation system also has a big problem. We can use the system to analyze influencing factors, while qualitative analysis of factors can be obtained for telecom service quality, but there is no quantitative analysis of the factors'degree of influence and how to improve telecom service quality; so the existing service quality evaluation system can't meet telecom enterprises' need. Therefore, this article will focus on characteristics of telecom service to establish a conceptual model, and based on it to establish telecom service quality evaluation model with the use of system dynamics. With the model, we can evaluate telecom service quality quantitatively and find control points to improve the quality of telecom service. The main research results are as follows:Firstly, the paper establishes a conceptual model for telecom service quality; Through the theoretical analysis and comparison about Conceptual model of service quality and according to the characteristics of the paper's contents to determine the conceptual model of service quality which is suitable for the paper, and combined with the characteristics of telecom companies'analysis, the paper establishes the conceptual model for quality of telecom service.Secondly, the paper establishes an evaluation index system for telecom service quality;With the analysis about SERVQUAL evaluation system's applications in the telecommunications industry, use SERVQUAL evaluation system to analyze the conceptual model of telecom service quality, find the impact factors of telecom service quality, identify key factors and establish evaluation index system for telecom service quality.Thirdly, the paper proposes a system dynamics model for telecom service quality evaluation;Give causal description among the above indicators and the relationship between indicators and influencing indexes to establish system dynamics causal loop diagrams of telecom service quality evaluation. And through quantitative indicators, establish system dynamics flow graph.Fourthly, make an empirical research for the system dynamics model of telecom service quality evaluation.Base on the operating data of a telecom operator in China, this paper validates the reliability of System Dynamics model. Make simulation control for the system dynamic model, looking for the control points which could enhance telecom service quality, and make management recommendations to enhance telecom service quality.