Abstract:

Based on the traditional service quality evaluation model SERVQUAL scale, and learning from previous research on information systems service quality and eService Quality, this paper proposed a set of evaluation indexes system of Online Telecom Business Service Quality in connection with the features of telecom Online Business Service, and then built an evaluation model after the index weight distribution by way of the Analytic Hierarchy Process Finally, this study put forward some countermeasures to improve the Telecom Online Business Service quality, according to the research on Online Business Service quality of Jiangsu Mobile

Key words: online business service, service quality, evaluation