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A perception based customer service communications company network analysis and optimization

Author: LuoZhengYong
Tutor: ChenXu
School: University of Electronic Science and Technology
Course: Business Administration
Keywords: customer perceived perceived serviced quality mobile Network service
CLC: F626
Type: Master's thesis
Year: 2009
Downloads: 49
Quote: 0
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Abstract


In recent years, the mobile communications developed rapidly in worldwide, the competition on telecommunications market has increased and development of the industry is facing new opportunities and challenges. In order to promote further deepening of the reform of the telecommunications industry, the third regrouping of the Chinese operators by the ministry of industry and information marks the full-service competitive era and the 3G era’s coming, meanwhile indicates further intensified competition in the telecommunications industry.In order to achieve effective competition in the field of mobile communications, Telecom operators must improve the mobile network service level. Since the Ministry of Industry and Information Published the third restructuring plan, China Mobile s-provincial Co. Ltd. A mobile branch’s advantage in the local is gradually swallowed. A Mobile Corporation needs to improve mobile network service quality to maintain its competitive advantage to competitors.The paper is divided into three parts.The first part: data preparation part. Starting from the customers’perception, the paper changes the past evaluation system of mobile network service which bases on a supply-oriented and establishes a mobile network service evaluation index system. On the base of the establishment of evaluation index system, the author designs, tests and revises the questionnaire. After the acquisition of data, author validates validity and reliability of the questionnaire by factor analysis and the Calculation of Cronbach’s Alpha Coefficients.The second part: network service quality analysis part. in customer analysis of the part, the author lists customer’s general characteristics of A region and divides A mobile corporation customer according to district and county, brand, urban and rural areas and other sub-dimensions. Then, the author analyzes the A mobile company’s network service quality from the technical quality and functional quality of network service quality, identifies problems and makes cause analysis.The third part: network service optimization part. the author develop a comprehensive set of network service optimization solutions including organization structure and functions optimization, processes design and optimization, process-based performance appraisal system design and implementation advise which is used to ensure the implementation effect. The author hopes that the effective implementation of the optimization solution can improve the quality of A Mobile Corporation network service and keeps sustainable competitive advantage of A Mobile Corporation in full-service competitive era.

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