【作者】 王丽丽；

【导师】 车培荣；

【作者基本信息】 北京邮电大学 ， 技术经济及管理， 2011， 硕士

【摘要】 随着我国电信业的高速发展,服务质量问题已经成为目前阻碍电信运营企业发展的重要因素之一。电信市场不够规范,规章制度不够全面,以及随着新技术、新业务的不断推出,迅猛发展的移动互联网在促进经济社会发展的同时,也带来了日益突出的网络与信息安全问题,导致服务质量不能满足用户需求。因此提高电信服务质量,不仅可以提高用户满意度,而且有助于提高企业服务绩效,利于长远发展。目前,电信服务质量没有统一的概念模型,且其测评体系多为根据SERVQUAL模型和顾客满意度调查分析服务质量影响因素,虽然可以定性分析得出电信服务质量影响因素,但是不能定量分析各影响因素的影响程度和如何根据影响因素提高电信服务质量,不能满足现有企业对电信服务质量定量分析的迫切需求。因此,本文将针对电信服务特点,建立电信服务质量概念模型,并在此基础上运用系统动力学建立服务质量测评体系模型,定量测评电信服务质量,寻找提高电信服务质量的控制点,主要研究成果如下所示：1建立了电信服务质量概念模型；通过对服务质量概念模型的理论分析与对比,根据本文研究内容的特点,确定与本文研究内容相符合的服务质量概念模型,并结合电信运营企业服务的特点分析,建立电信服务质量概念模型。2建立电信服务质量测评指标体系；结合相关SERVQUAL评价体系在电信行业应用的研究成果,运用服务质量SERVQUAL评价体系对电信服务质量概念模型进行分析,寻找电信服务质量的影响因素指标,识别关键影响因素并建立电信服务质量测评指标体系。3建立电信服务质量测评体系系统动力学模型；对电信服务质量测评指标体系中各指标间的关联关系及其与影响因素指标的功能因果关系定性分析,建立电信服务质量的系统动力学因果关系图模型,并通过对指标定量化、公式化分析,进一步建立系统动力学流图模型。4对电信服务质量测评系统进行实证研究。通过国内某电信运营商的实际数据,验证了电信服务质量测评体系的可靠性,并对系统动力学模型进行仿真控制分析,寻找提升电信服务质量的控制点并提出电信服务质量提升管理建议。更多还原

【Abstract】 With the rapid development of China’s telecom industry, service quality has become one of the factors that impede the development of Telecom Company. Telecom market is not standardized, rules and regulations are not comprehensive enough, and new technologies bring in the emerging network and information security issues, which have made customer dissatisfied with service quality. Therefore, to improve telecom service quality is necessary, and it can improve customer satisfaction, also enhance their service performance, which is favorable for long-term development.Currently, there is no unified conceptual model for telecom service quality, and based on SERVQUAL model of service quality and customer satisfaction surveys its evaluation system also has a big problem. We can use the system to analyze influencing factors, while qualitative analysis of factors can be obtained for telecom service quality, but there is no quantitative analysis of the factors’degree of influence and how to improve telecom service quality; so the existing service quality evaluation system can’t meet telecom enterprises’ need. Therefore, this article will focus on characteristics of telecom service to establish a conceptual model, and based on it to establish telecom service quality evaluation model with the use of system dynamics. With the model, we can evaluate telecom service quality quantitatively and find control points to improve the quality of telecom service. The main research results are as follows:Firstly, the paper establishes a conceptual model for telecom service quality; Through the theoretical analysis and comparison about Conceptual model of service quality and according to the characteristics of the paper’s contents to determine the conceptual model of service quality which is suitable for the paper, and combined with the characteristics of telecom companies’analysis, the paper establishes the conceptual model for quality of telecom service.Secondly, the paper establishes an evaluation index system for telecom service quality;With the analysis about SERVQUAL evaluation system’s applications in the telecommunications industry, use SERVQUAL evaluation system to analyze the conceptual model of telecom service quality, find the impact factors of telecom service quality, identify key factors and establish evaluation index system for telecom service quality.Thirdly, the paper proposes a system dynamics model for telecom service quality evaluation;Give causal description among the above indicators and the relationship between indicators and influencing indexes to establish system dynamics causal loop diagrams of telecom service quality evaluation. And through quantitative indicators, establish system dynamics flow graph.Fourthly, make an empirical research for the system dynamics model of telecom service quality evaluation.Base on the operating data of a telecom operator in China, this paper validates the reliability of System Dynamics model. Make simulation control for the system dynamic model, looking for the control points which could enhance telecom service quality, and make management recommendations to enhance telecom service quality.更多还原