A study on the service quality of mobile communication industry

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.