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The Assessment System for OA&M Service Quality Based on SERVQUAL Model

In: Liss 2014

Author

Listed:
  • Mengke Yang

    (Beijing University of Posts and Telecommunications)

  • Jianqiu Zeng

    (Beijing University of Posts and Telecommunications)

Abstract

With the development of ICT technology, how to improve service quality becomes hot topic for telecom operators. This paper studies on the service quality of OA&M based on the SERVQUAL model and establishes the assessment system to explore the factors influencing OA&M service quality. Based on the research of service perception and service expectation, the effect factors can be concluded into four categories: network factor, service process factor, collaboration factor and resource allocation factor.

Suggested Citation

  • Mengke Yang & Jianqiu Zeng, 2015. "The Assessment System for OA&M Service Quality Based on SERVQUAL Model," Springer Books, in: Zhenji Zhang & Zuojun Max Shen & Juliang Zhang & Runtong Zhang (ed.), Liss 2014, edition 127, pages 1471-1475, Springer.
    • Handle: RePEc:spr:sprchp:978-3-662-43871-8_211
    DOI: 10.1007/978-3-662-43871-8_211
    as

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