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结合SERVQUAL服务质量评价方法从实证角度研究了我国西部县级城市移动通信企业的服务质量;建立了适用于移动通信企业的服务质量评价体系;提出了可为该类企业进行服务质量分析的有效方法,并分析了该方法的不足及其原因。
Combined with SERVQUAL service quality evaluation method, the service quality of mobile communication enterprises in western county cities in our country is studied empirically. An evaluation system of service quality for mobile communication enterprises is established. An effective method for service quality analysis of such enterprises is proposed , And analyzed the shortcomings of the method and its causes.