Study of Service Quality Assessment Models for Telecom Enterprises: The Combination and Improvement of SERVQUAL and CSI

Based on a review of the literature of service quality assessment models, this paper selected two of the more mature models, i.e. the customer satisfaction index (CSI) and the SERVQUAL model, as its research focus. After evaluating their respective advantages and disadvantages in light of the particular characteristics of telecommunications enterprises, a new and improved service quality assessment model is proposed. This paper adopts an innovative view of the quantitative analysis of the service quality of telecommunications enterprises, so as to provide telecommunications companies with the most appropriate solutions for improving their service quality. An empirical study is conducted to test the effect of the practical application of this new assessment model. The outcome helps to better understand the consumer´s various specific service requirements in the course of the consumption of the telecommunications services.