Title :
The Investigation in Service Quality Management of 3G Business for Telecom Operators
Author :
Shen, Jian ; Tang, Shoulian ; Zhu, Hong
Author_Institution :
Sch. of Econ. & Manage., Beijing Univ. of Posts & Telecommun., Beijing, China
Abstract :
3rd generation mobile communication networks (3G) have been heralded as a great shift that will make the market competition to be fierce increasingly. In this situation, the telecom operators are improving service quality to develop 3G users. Based on the discussion of the basic principle of Customer Perceived Service Quality Model and SERVQUAL Model, this paper has improved them for the characteristics of the telecom industry. Finally, this paper has described the content of service quality management and put forward the parameters System in 3G era.
Keywords :
3G mobile communication; customer satisfaction; customer services; quality management; telecommunication network management; 3G business; 3rd generation mobile communication networks; SERVQUAL Model; customer perceived service quality model; service quality management; telecom operators; Computational modeling; Industries; Quality management; Telecommunication network reliability;
Conference_Titel :
Management and Service Science (MASS), 2010 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-5325-2
Electronic_ISBN :
978-1-4244-5326-9
DOI :
10.1109/ICMSS.2010.5577082
