Quality Improvement Methods For Guangdong Telecom On Fibre-optical Broadband Customer Service

With the formation of the competition pattern in the telecom industry,the three major operators(China Telecom,China Mobile and China Unicom)have tended to have the same development direction and product capability.The homogenization of service and tariff makes service quality become one of the key competitiveness.However,due to the intangible and procedural features of services,the traditional operators are generally disjointed with customers in service quality,unable to quantitatively evaluate and evaluate service quality,lagging behind in customer complaints and passively maintaining customers with off-line behaviors.How to effectively locate the service quality expected by customers and establish a set of long-term and effective working methods can actively warn the changes of customer service quality and realize the breakthrough of the transformation from passive service to active service,which has become the key point for the three major operators to obtain the competitive advantage in the industry.Taking Guangdong Telecom as the research object,this paper briefly expounds the background and trend of fiber broadband service in the national market,and analyzes the current situation and problems of fiber broadband service of Guangdong Telecom combined with the service quality gap model,and identifies three gaps.The key point is to set up an evaluation model of fiber broadband service quality,use SERVQUAL algorithm and correlation coefficient method to screen service indicators,and determine the index weight by qualitative and quantitative methods such as coefficient of variation,so as to solve the problem of inaccurate positioning of service quality expectation of customers.At the same time,it is proposed to establish a model-based optical fiber broadband service quality management system,to ensure that the service standard runs through the whole service chain of optical fiber broadband service,to ensure that the service standard is accurately delivered to each link,and to solve the gap between the service standard in the transmission process and the customer perception.At the same time,combined with the questionnaire survey and pilot work,the effectiveness of the optical fiber broadband service quality management system was verified,thus providing strong support for Guangdong Telecom to improve the optical fiber broadband service quality.