電信服務質量管理研究
發(fā)布時間：2018-11-27 09:46
【摘要】：服務的影響無處不在。從傳統的機械制造到信息行業(yè),企業(yè)和客戶都非常關注服務質量。電信企業(yè)作為特殊的服務性行業(yè),其對服務質量的重視尤甚。本文以電信為研究對象,通過對電信企業(yè)服務質量管理的內容及其影響因素進行分析,討論了顧客感知電信服務質量的設計,提出了其評價指標體系,論文通過建立電信服務質量的壟斷企業(yè)模型和雙寡頭競爭模型,分析了電信運營商質量競爭的策略選擇及其影響,在此基礎上,構建了電信服務質量管理體系。最后,運用調查研究、比較研究、歷史研究和數理統計等方法,對湘潭電信服務質量改進前后的客戶滿意度進行了實證分析。本文認為,服務質量是企業(yè)服務競爭優(yōu)勢的來源之一,員工管理是服務質量的重點和難點,信息溝通可提高客戶的滿意度。
[Abstract]:The impact of services is pervasive. From the traditional machinery manufacturing to the information industry, enterprises and customers are very concerned about the quality of service. As a special service industry, telecom enterprises pay more attention to service quality. By analyzing the content and influencing factors of telecom service quality management, this paper discusses the design of customer perceived telecommunication service quality, and puts forward its evaluation index system. Based on the establishment of monopoly enterprise model and duopoly competition model of telecom service quality, this paper analyzes the strategy choice and its influence of telecom operators' quality competition, and on this basis, constructs the telecom service quality management system. Finally, by means of investigation, comparative study, historical research and mathematical statistics, this paper makes an empirical analysis of the customer satisfaction before and after the improvement of Xiangtan telecom service quality. This paper holds that service quality is one of the sources of enterprise service competitive advantage, employee management is the focus and difficulty of service quality, and information communication can improve customer satisfaction.
【學位授予單位】：中南大學
【學位級別】：碩士
【學位授予年份】：2005
【分類號】：F626
本文編號：2360276
[Abstract]:The impact of services is pervasive. From the traditional machinery manufacturing to the information industry, enterprises and customers are very concerned about the quality of service. As a special service industry, telecom enterprises pay more attention to service quality. By analyzing the content and influencing factors of telecom service quality management, this paper discusses the design of customer perceived telecommunication service quality, and puts forward its evaluation index system. Based on the establishment of monopoly enterprise model and duopoly competition model of telecom service quality, this paper analyzes the strategy choice and its influence of telecom operators' quality competition, and on this basis, constructs the telecom service quality management system. Finally, by means of investigation, comparative study, historical research and mathematical statistics, this paper makes an empirical analysis of the customer satisfaction before and after the improvement of Xiangtan telecom service quality. This paper holds that service quality is one of the sources of enterprise service competitive advantage, employee management is the focus and difficulty of service quality, and information communication can improve customer satisfaction.
【學位授予單位】：中南大學
【學位級別】：碩士
【學位授予年份】：2005
【分類號】：F626
【引證文獻】
相關碩士學位論文 前10條
1 牟博;郵政服務質量影響因素研究[D];蘭州大學;2010年
2 程亞琴;泰州移動客戶滿意度提升策略研究[D];南京理工大學;2011年
3 陳燕妮;中國鐵通長沙分公司服務質量體系優(yōu)化研究[D];中南大學;2011年
4 王瑩;基于六西格瑪的移動通信服務質量評價體系的構建[D];東北師范大學;2011年
5 賈淑霞;加油站服務質量影響因素研究[D];山東師范大學;2012年
6 叢麗;呼叫中心服務質量測評模型研究[D];吉林大學;2007年
7 葉楠;銀行國際結算業(yè)務系統的研究與開發(fā)[D];大慶石油學院;2008年
8 韓莉;顧客感知電信企業(yè)服務質量的研究[D];天津大學;2008年
9 沈亞斐;移動通信服務質量與服務忠誠多維度關系的實證研究[D];北京郵電大學;2009年
10 謝茜瑤;3G市場化運營初期中國電信運營企業(yè)的成長路徑研究[D];北京郵電大學;2009年
，本文編號：2360276
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