A study on the service quality of mobile communication industry

Author

Duan, Yongrui ; Sun, Liqin

Author_Institution

Sch. of Econ. & Manage., Tongji Univ., Shanghai, China

fYear

2011

fDate

8-10 Aug. 2011

Firstpage

77

Lastpage

80

Abstract

A 25-item service quality evaluation index for mobile communication industry is developed based on the index in the present research. By survey and exploratory factor analysis, it is indicated that the mobile service quality index can be classified into five dimensions. Moreover, the service quality of China Mobile Communication Corporation is evaluated based on the survey data. The result indicates that the service quality is needed to be enhanced further. China Mobile Communication Corporation should improve its service quality operationally based on the evaluation results. Finally, some recommendations are presented to help the Chinese mobile Communication Corporation improve service quality.

Keywords

mobile communication; telecommunication industry; telecommunication services; 25-item service quality evaluation index; China Mobile Communication Corporation; exploratory factor analysis; mobile communication industry; mobile service quality index; Business; Economics; Educational institutions; Indexes; Industries; Mobile communication; empirical study; mobile communication; service quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Artificial Intelligence, Management Science and Electronic Commerce (AIMSEC), 2011 2nd International Conference on

Conference_Location

Deng Leng

Print_ISBN

978-1-4577-0535-9

Type

conf

DOI

10.1109/AIMSEC.2011.6010317

Filename

6010317