Research On The Improvement Of Home Broadband Service Quality Of China Mobile DL City Company Based On IPA Evaluation

With the continuous progress of Internet technology,the application of communication tools such as mobile phones is becoming more and more frequent,people are increasingly dependent on network traffic,broadband business has become an important factor to promote the development of telecommunications industry,communication operators are actively layout broadband market,after several years of development,Telecom,China Mobile,China Unicom three operators in their respective development direction and product performance also basically maintain unity,products and charges tend to be homogenized.Therefore,broadband service quality is an important factor to improve the core competitiveness of operators.The emergence of mobile Internet and the diversification of software and hardware of mobile terminals have brought about great changes in customer demand and service mode.Coupled with the characteristics of the particularity and invisibility of the service,how to effectively position the expected service quality of home broadband users and quantify the evaluation results of the service process is also the most concerned issue for the major operators.From the perspective of customer perception,this paper uses the service quality theory,SERVQUAL model and IPA evaluation method as the theoretical basis,selects China Mobile Communications Group Yunnan DL City Branch Co.,LTD.(hereinafter referred to as "China Mobile DL City company")as the research object,through literature review,field interview,questionnaire and other methods,combined with relevant researches at home and abroad,According to the characteristics of home broadband service,the SERVQUAL scale was adjusted,and the home broadband service quality evaluation model was established.Through case analysis,the expected value and realistic perception value of home broadband service quality were mastered by users,and the quality of home broadband service was quantitatively evaluated,and problems in home broadband service were found.Each evaluation index of home broadband service is analyzed and improved by using IPA evaluation.Based on the analysis of various service quality,the paper finally puts forward some suggestions to improve the service quality of home broadband service,so as to provide guidance for China Mobile DL City company to improve the service quality of home broadband service.