Research On Fibre-optical Broadband Customer Service Quality Evaluation Model For A Company

In recent years,customer service has become a tool to creat competitive advantage in thecommunication market.The operators also begin to focus on customer service.A company setup a professional operation departmant of customer service in2009.With the opticalfiber-optical broadband has become the focus of business competition between theoperators,protecting the validity and differentiation of fiber-optical broadband servicebecomes the key work of customer service.Because of the process and intangibilitycharacteristics of the service and great changes in customer service brought by the MobileInternet,major operators are still in the active exploration stage of requirement of customerservice and effective mode of customer service. The connotation of service management alsotransfer from the service quality evaluation to the monitoring service of the wholeprocess,and how to quantify and evaluate the service performance has become the focus ofmajor operators.This paper takes A company as research object.Based on the characteristics offiber-optical broadband business and the problems of service quality management of thewhole process,I analyse the influence factors of fiber-optical broadband service qualityevaluation, construct the evaluation index system of optical fiber-optical broadband servicequality of A company including22specific indicators by combining the theory of customerlifetime cycle and analysis of the SERVQUAL table.Then I use variation coefficient methodand other methods to determine the impact weight of evaluation index on service quality,andform the evaluation mechanism for A company quantifiable special business fiber-opticalbroadband customer service quality model of A company by using the comprehensiveanalysis of multiple parameters evaluation method. Then from the weights of the angleanalysis,A company should focus on assembling and moving the fiber-opticalbroadband,quality of product,charging and recovering troubleshootings.Next,considering theindex value of factors,I use the Boston matrix analysis method combining model analysis toget more practical key node of A company fiber-optical broadband service.I form theeye-catching key control chart by combining the result with internal domain of A company,providing the basis for the A company to realize the construction of key businessservice differentiation advantage target.At last,considering the facter of time,A companyshould set up the warning index of value to provide peotection for A company to improvefiber-optical broadband service quality.