Research On Optimization Strategy Of Service Quality In CUHB Company's Broadband Operation

With the rapid development of the Internet industry,the information service products are more and more abundant,and the quality of the broadband is also higher.The broadband customer's sensitivity to the quality of service is also higher,and the improvement of the quality of the broadband is not matched by the quality of service,which has lost the reputation of the customer and the enterprise has no competition.Advantage.Therefore,it is a problem that the telecommunications operators need to think and solve at the present stage by starting from the angle of customer to do the quality of service measurement,and taking this as the basis,improving the quality of service of the enterprise and how to ensure the continuous improvement of the service quality.The contents of this article are as follows:The first part analyses the related research literature on service quality and quality culture at home and abroad,and finds the advantages and disadvantages of the research on service quality both at home and abroad;the second part expounds and analyzes the related theories of broadband service service;the third part finds out the quality of the wide band operation service of the case company.The fourth part analyzes the causes of the broadband operation service quality of the case company,and puts forward improvement strategies and implementation guarantee measures.The fifth part is the summary,and then put forward the future research prospects and research deficiencies.This paper takes the broadband operation of CUHB as the research object,and collects the CUHB company's broadband service quality with the help of the net recommendation value system.Through the statistics and analysis of the data collected from the survey data samples,the four directions which need to be improved are determined,and the improvement strategies are put forward.It also sums up the quality improvement mechanism of building quality strategy,promoting quality culture,establishing customer,employee and process as one of the guarantee measures toimplement quality improvement strategy,in order to improve the customer service quality,and find the way to keep the company sustainable competitive advantage.And induce and summarized the three methods of quality improvement mechanism,which set up quality strategy,popularize quality culture,establish customer,employee and process quality improvement mechanism as the guarantee means to implement the improvement strategy,in order to improve the customer service quality as a means,find the way to keep the company sustainable competitive advantage.Through the research on the strategy of improving the quality of broadband service quality of CUHB company,it has played a certain reference for improving the quality of CUHB broadband customer service in practice.At the same time,we hope to provide reference for other similar situations of telecommunications operators and service industry's service quality improvement activities.