锦州电信公司服务绩效评价研究

发布时间：2018-06-07 02:14

本文选题：锦州电信公司 + 服务绩效　；参考：《大连理工大学》2013年硕士论文

【摘要】：大互联网和个人电脑的普及使电信行业卷入产业融合浪潮。电信企业服务绩效一直受到产业界和学术界的广泛关注,企业急需一套严密准确的服务绩效评价指标体系,更好的反映企业服务绩效水平。首先,本文梳理了国内外的文献,基于顾客感知理论和SERVQUAL评价体系构建出电信公司服务绩效的评价指标体系,将股东感知绩效运用到电信公司服务绩效评价指标中,最终包括营业服务绩效、通信服务绩效、内容服务绩效和股东感知绩效等四大方面。其次,本文设计了权重调查问卷、顾客满意问卷和股东满意问卷,对专家、电信企’业的管理者和消费者展开调查,运用层次分析法确定评价指标体系各个指标的权重。最后,运用模糊综合评价法对锦州电信公司的服务绩效进行评价。结果发现,锦州电信在营业服务绩效、通信服务绩效和内容服务绩效上存在服务质量不高、信息透明度不高、服务意识不强等问题。针对这些问题,本文从提高顾客满意度、提升信息透明度和加强管理三个方面提出管理建议。
[Abstract]:The popularization of large Internet and personal computers has made the telecommunication industry involved in the wave of industrial integration. The service performance of telecom enterprises has been widely concerned by the industry and the academia. The enterprise needs a set of strict and accurate index system of service performance evaluation to better reflect the enterprise service performance.
First, this paper combs the literature at home and abroad. Based on the customer perception theory and the SERVQUAL evaluation system, the author constructs the evaluation index system of the service performance of the telecom company, and applies the shareholder perceived performance to the service performance evaluation index of the telecom company, including the business service performance, the communication service performance, the content service performance and the shareholders' perception performance. Four aspects of efficiency and so on.
Secondly, the weight survey questionnaire, customer satisfaction questionnaire and shareholder satisfaction questionnaire are designed to investigate the experts, managers and consumers of telecom enterprises' industry, and use analytic hierarchy process to determine the weights of the indexes of the evaluation index system.
In the end, the service performance of Jinzhou telecom company is evaluated by fuzzy comprehensive evaluation. The results show that Jinzhou Telecom has not high service quality, low information transparency and poor service awareness on business service performance, communication service performance and content service performance. In view of these problems, this paper improves customer satisfaction, Management suggestions are put forward in three aspects: improving information transparency and strengthening management.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F274;F626

【参考文献】