Proceedings of the 7th International Conference on Social Science and Higher Education (ICSSHE 2021)

Research on Service Quality of Telecom Corporation Based on PZB Model

Authors
Hung-Chi Hsu1, Hui-Lin Hsu1, Yue-Hua Mo1, Mei-Zhen He2, *
1School of Business Administration, Baise University, Baise, Guangxi, 533000 China.
2School of Business Administration, Guangxi University of Finance and Economics, Guangxi, 53003, China
*Corresponding author. Email: 2018210021@gxufe.edu.com
Corresponding Author
Mei-Zhen He
Available Online 23 November 2021.
DOI
https://doi.org/10.2991/assehr.k.211122.060How to use a DOI?
Keywords
service quality; PZB model; 5gap model; expected service
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.

Copyright
© 2021 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article under the CC BY-NC license.

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Volume Title
Proceedings of the 7th International Conference on Social Science and Higher Education (ICSSHE 2021)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
23 November 2021
ISBN
978-94-6239-464-3
ISSN
2352-5398
DOI
https://doi.org/10.2991/assehr.k.211122.060How to use a DOI?
Copyright
© 2021 The Authors. Published by Atlantis Press SARL.
Open Access
This is an open access article under the CC BY-NC license.

Cite this article

TY  - CONF
AU  - Hung-Chi Hsu
AU  - Hui-Lin Hsu
AU  - Yue-Hua Mo
AU  - Mei-Zhen He
PY  - 2021
DA  - 2021/11/23
TI  - Research on Service Quality of Telecom Corporation Based on PZB Model
BT  - Proceedings of the 7th International Conference on Social Science and Higher Education (ICSSHE 2021)
PB  - Atlantis Press
SP  - 77
EP  - 82
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.211122.060
DO  - https://doi.org/10.2991/assehr.k.211122.060
ID  - Hsu2021
ER  -