Research on Service Quality of Telecom Corporation Based on PZB Model

Abstract

With the rapid development of information technology, wireless mobile communication services have become increasingly fierce. This study uses telecommunications companies as a research case to explore the gaps between service quality and customer expectations. The research object is the current customers of the telecommunications company. This study uses questionnaires as a research tool to collect data, analysis and obtain the results. The measurement indicators of service quality in the questionnaire are based on the SERVQUAL scale in the PZB model. It is an evaluation system proposed in the service industry based on the theory of Total Quality Management (TQM). In this study, combined with the services characteristics of telecommunications companies, the SERVQUAL scale was used to design a questionnaire on the service quality of telecommunications companies. Through the collected questionnaire data, it is found that the company's service quality has the following problems, including less personalized service provision, higher error rate of staff service, poor business ability of staff, lack of professional knowledge of staff, and inability to handle customer complaints in a timely manner, etc. Finally, in response to the service quality problems found in this study, based on the 5gap model, suggestions for improvement and adjustment of service quality are proposed.