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Papers > Politics > service quality of China Telecommunication
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service quality of China Telecommunication |
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... Also, the key to sustainable competitive advantage lies in delivering high quality service that will in turn result in satisfied customers (Shemwell et al. ... Besides the product, customers are more and more emphasize the service quality. As Lovelock et al (1999) indicate service is an act or performance offer by one party to another and it is economic activities that create value and provide benefits for customers. For the organisations, in order to improve their service quality, they should be clear the customers?perception and expectation about the service. With Chinas accession to the World Trade Organization (WTO), it is inevitable that Chinas domestic mobile telecommunication companies will meet increasing foreign competition, just improve the product quality is not enough for compete in the market and it has become imperative that they focus on continuously improved service quality. In this paper, the author concentrate in the China mobile telecommunication company to investigate what the customers?perception and their expectation in the service quality. And try to find out which are the most important factors effect the service quality are the China mobile telecommunication companies then to according these factor. Other more the author will demonstrate whether there is a relationship between the service quality and customer satisfaction. ... Service quality Service quality is a concert which difficult to be defining and measuring, and there is no overall consensus emerging on either. There are a number of different "definitions" for the service quality. Traditionally, service quality has been defined as the difference between customer expectations of service to be received and perceptions of the service actually received (Grönroos 1984; Parasuraman et al. ... Another which used frequently is “service quality is a methord to extend a service meets customers needs or expectations? ... Normally, the China mobile telecommunication company will do some survey to capture data on current levels of customer satisfaction with the services. The survey is in order to measure what the customer thinks of the service they are currently getting. ... perception but it fails to measure customer expectations of service delivery and to improve the their service which customer expect. ... For example, the mobile telecommunication company may be wish to assess customer satisfaction of the “the stores physical facility? ... But is it means the service quality of the company supply is good? ... But is it means the service quality is not good? And can it more help for the company to improve the service performance? The author thinks this is not exactly help for the company to improve the service performance. In these 2 surveys, it just test the customers the perception of the service which they are used but haven’t try to assess whether customers? ... After these research, the company still doesn’t know the critical of the company’s service quality. It still doesn’t know what is the real service of the customers? ... Even through they do a lot of work to improve the items which the customers are fell satisfied, it still difficult to improve its service performance. ... (1988) identified the unsuccessful service has five gaps in the service deliver process. ... This gap results the company difficult to understand the customer’s special service requirement. (2) Gap between managements perception and service quality specifications. |
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Title: service quality of China Telecommunication
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