The Exploration of Evaluation Method of Telecommunication Service Quality based on Customer Experience in Transition Period

摘要

This paper analyzes the background of transformation in the telecommunication companies. From the characteristics of telecommunication services, this paper makes the evaluation method of the quality of telecommunication services based on customer experience. Evaluation method designs genes of the quality of telecommunication services and the factors contained in various genes. Through the surveys of importance and satisfaction of various factors, this paper evaluates quality factors and the overall service quality. Then it analyzes service quality factors of different kinds and makes standardized matrix analysis. Finally, this paper makes a demonstration analysis to evaluation method with a real case.