Analysis Of The Service Quality Of The YT Communication Service Company

The communication service referred to this thesis specializes in the technology service offered to the telecom operator. Communication service is a very special industry. Compared with other service industry, it is just a new born baby in modern service industry. To communication service corporate, service quality is very important component for its core competitiveness and the key to quality control is the quality evaluation and analysis to the communication service.Based on the SERVQUAL model, which is a popular model applied in the service quality evaluation, the thesis selects YT, a highly-developed communication service corporate in Guangdong province as the survey target, and the analysis to its communication service quality is the starting point and analyzing main line. Combined with 5 dimensions of SERVQUAL model which are Tangible, Reliability, Empathy, Responsiveness and Assurance, questionnaire design is made according to the characteristics of communication service and the customer survey is executed about YT's communication service quality, and the research is done on the internal quality management structure and measurement of YT. According to the feedback of questionnaire and the current status of YT, as well as the satisfaction data of internal employees, the analysis about YT's communication quality and its possible challenges is made and the discussion about quality improvement is continued.According to the analysis research, the conclusion of this thesis is below: the result of service quality survey which is based on SERVQUAL model is consistent with the data reflected by corporate internal quality control system. The customers are satisfied with YT's entire service quality. Meanwhile, the YT must improve its human resource management, develop its core competitiveness in order to achieve the sustainable development for the company.