| 移动通信业感知服务质量评价体系研究 |
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| 引用本文： | 陈力,秦静. 移动通信业感知服务质量评价体系研究[J]. 价值工程, 2010, 29(23): 111-112 |
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| 作者姓名： | 陈力 秦静 |
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| 作者单位： | 重庆邮电大学经济管理学院,重庆,400065 |
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| 摘 要： | 介绍服务质量的理论基础及主要评价体系,结合目前我国移动通信业的现状,指出现有体系的不足之处并建立新的评价指标,通过重庆移动的实例来测评移动通信服务质量,提出改进服务质量的意见和建议。
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| 关 键 词： | 移动通信 感知服务质量 SERVQUAL SERVPERF |
The Perceived Service Quality Evaluation of the Mobile Communication Industry |
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| Chen Li,Qin Jing. The Perceived Service Quality Evaluation of the Mobile Communication Industry[J]. Value Engineering, 2010, 29(23): 111-112 |
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| Authors: | Chen Li Qin Jing |
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| Affiliation: | ( College of Economics and Management, Chongqing University of Posts and Telecommunications, Chongqing 400065, China ) |
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| Abstract: | This paper describes the basic theory of the service quality and the main evaluation system, combined with the present situation of mobile communications industry, finds out the inadequacies of the existing system and establishes a new evaluation system, evaluates the mobile service quality by the example of Cbongqing Mobile and gives some suggestions to improve the service quality. |
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| Keywords: | SERVQUAL SERVPERF |
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