The Service Quality Evaluation of Mobile Communication from Quality Improvement Perspective--a case study on China telecom in Wuchang District Wuhan City

摘要：

　　Based on SERVAUAL model,this paper brings in the entropy method to rank quality improvement (QI) priority for service attributes,and a service quality evaluation(SQE) model integrating competitive analyses has been structured to evaluate the mobile communication service quality (SQ) for Wuhan Branch of China Telecom(WBCT).The research shows that the QI priority of 22 service attributes has changed as adopts entropy method comparing with gap-based SERVQUAL.The service attributes that finally should be improved have changed from Q20(Various business charges reasonable) and Q22(Record customer complaints and improve) to Q21(provide customers all kinds of value-added services) and Q11(Staff serves with high efficiency).

关键词： Service quality evaluation Quality improvement Mobile communication China Telecom

作者: Ying Xiong Yuanyuan He Wenting Chen

作者单位: School of Economics and Management, China University of Geosciences

会议类型: 国际会议

会议名称: The Twelfth Wuhan International Conference on E-Business(第十二届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 815-821

在线出版日期: 2013-05-25（万方平台首次上网日期，不代表论文的发表时间）