Research On The Technology Quality Management Of 4G Communication Service Of L Company

With the rapid iteration of mobile communication technology,the domestic mobile communication network has evolved to 4G network.Mobile communication services have been quite popular throughout our country,and the fees are becoming more and more cheaper to the people.Users had begun to to pursue higher quality of network service rather than cost-effective.L Company is a branch of China Telecom Co.,Ltd.in L City of Guangxi.In order to improve its competitiveness in the telecommunication service market,it is necessary to improve the quality of telecommunication service,especially the quality of 4G telecommunication service.Technical quality is an important factor of service quality.The research is based on relevant theories of service quality,mainly study technical quality how to affect the service quality of 4G telecommunication.By analyzing the 4G technical quality complaint data of L Company to find the key factors affecting technology quality.Use the key factors regarded as SERVQUAL evaluation index for the technical quality of 4G communication service.Combining investigation method and AHP method to get the weight of evaluation index.The expected value of user's technical quality can be obtained by literature method and survey method.use business dialing method to simulate user experience to obtain perceived quality.Use business dialing method to simulate user's experience to obtain perceived quality,and use SERVQUAL method to find the shortcomings of quality of L company's 4G communication service.Finally,by combining the theory of PZB service quality gap model to find out the reasons of service gaps,on this basis,we formulate the strategy of improving the service quality of L company's 4G communication.