Research On The Status Quo And Improvemnet Strategies Of MD Mobile Networks Service Quality

The fast-changing communication technology has benefited the people and promoted the rapid transformation and development of the national economy.However,people have higher requirements and expectations for the quality of communication network service.In face of fierce market competition,how to gain competitive advantage by rapidly improving network service quality has become a key research topic for communication operators.This paper is based on service theory and mobile communication network technology theory,taking MD City Mobile Company as the research object,through quantitative and qualitative investigation and research,it deeply analyzes issues of mobile network service quality in MD,and proposes targeted improvement strategies and solutions.Firstly,using Porter's five-force model and SWOT analysis method to analyze the internal and external environment of the company,combined with the customer satisfaction data surveyed by the regulatory authorities and the historical data of the 2018 network hotline complaints,after comprehensive analysis,it was found that the proportion of mobile complaints gradually increased,customer satisfaction with mobile networks is worse than telecommunications in MD.Then the paper investigates the factors affecting network service quality from three aspects:(1)Questionnaire survey,after designing the questionnaire,obtain the customer's scoring data by means of telephone call and face interview;(2)In-depth interviews,extensively listen to the views and opinions of customer representatives and network service quality related staff;(3)field research,select different geographical scenes to investigate the network coverage and quality in the real situation.Based on the information obtained from above survey methods,through the analysis of service quality gap,perceived quality,perceived service and customer complaints,it is found that the quality of mobile phone network service in MD mainly has the following problems: 4G network coverage is not wide,voice call quality is not good.The mobile Internet access speed is unstable,the network service is not enough,and the complaints are resolved with low timeliness.For the above influencing factors,this paper is based on the actual situation of mobile company in MD,from the perspective of customer expectation cognition,customer relationship maintenance,workflow optimization,information system function perfection,personnel skill improvement,implementation of measures,management supervision,etc,targeted to give the improvement strategy and recommendations of the MD mobile phone network service quality.The paper innovatively proposes measures such as sinking service work to the frontline,setting up a grid customer service virtual group,strengthening IT capability drive,accurately pushing network fault information to customers,and extensively developing service care.The research results of this paper provide the basis and reference for the company's management decision-making.Some of the proposed strategies and measures have been experimentally implemented in MD Mobile.