IEEE - Institute of Electrical and Electronics Engineers, Inc. - Study of Service Quality Assessment Models for Telecom Enterprises: The Combination and Improvement of SERVQUAL and CSI

2008 4th International Conference on Wireless Communications, Networking and Mobile Computing (WiCOM)

Author(s): Wei Meng ; Bin Zhang
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 October 2008
Conference Location: Dalian, China
Conference Date: 12 October 2008
Page(s): 1 - 8
ISBN (CD): 978-1-4244-2108-4
ISBN (Paper): 978-1-4244-2107-7
DOI: 10.1109/WiCom.2008.1977
Regular:

Based on a review of the literature of service quality assessment models, this paper selected two of the more mature models, i.e. the customer satisfaction index (CSI) and the SERVQUAL model, as... View More

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