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

Mengke Yang () and Jianqiu Zeng ()
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Mengke Yang: Beijing University of Posts and Telecommunications
Jianqiu Zeng: Beijing University of Posts and Telecommunications

A chapter in LISS 2014, 2015, pp 1471-1475 from Springer

Abstract: 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.

Keywords: Service quality; SERVQUAL; Assessment system; OA&M (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-662-43871-8_211

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DOI: 10.1007/978-3-662-43871-8_211

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