| Mobile communication services are increasingly profound impact and change our lives. The consumptions have changed from passive acceptance to active selection, and the service quality requirements are also increasing from the users. In the intense competitive environment, the service quality of operators is key factor for a successful company. Therefore, improving the quality of service level is the mobile communications industry hot topics.In the service quality evaluation methods, scholars generally use the SERVQUAL (service quality evaluation method) or SERVPERFF (perceived service quality performance measurement model ) evaluation method, and approved PZB (Parasuraman, Zeithaml and Berry) proposed the view of five dimensions of service quality point. In the calculation, some use of weighted performance evaluation methods, and some use of outweighed evaluation. Modern scholars have generally ignored the problem of corporate image quality of service but concern about the technical quality and functional quality, and therefore, the evaluation of quality of service should be from the technical quality or the quality of the two functions of the angle, there is little comprehensive analysis of the entire service process, The article is based on the problem, build quality evaluation system for mobile communications services.In this paper, there is a evaluation system for mobile communication service quality from customers'view, investigate its image quality, technical quality and functional quality of the study, and we use of analytic hierarchy process (AHP), fuzzy comprehensive evaluation of its quality evaluation, modeling to Xi'an Unicom services. Made recommendations in four areas for the company: strengthening the communication network construction maintenance and optimization, establish and optimize the call error system, increasing investment in error handlers, optimize billing administrative system and the billing methods of deleting number. |
PDF Full Text Request