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

fYear

2010

fDate

24-26 Aug. 2010

Firstpage

1

Lastpage

4

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;

fLanguage

English

Publisher

ieee

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

Type

conf

DOI

10.1109/ICMSS.2010.5577082

Filename

5577082