近年来，随着中国-东盟自贸区的建成，GX地区的经济得到了快速发展，随着3G
牌照的发放，市场竞争更加激烈，GX电信和竞争对手GX移动、GX联通一样都成
为了全业务运营商，在当前欧亿·体育（中国）有限公司增速放缓、竞争日渐加剧、客户需求日益多样化、
业务同质化日趋严重的情况下，客户服务质量已经成为了电信企业的核心竞争力。

为此，本文选取了直接面向最终用户的客户端维护服务为研究对象，以服务
质量管理的相关理论为基础，采用了实证研究、现场调研等方法，对 GX 电信客
户端维护服务的现状和存在问题进行了分析，并且对产生问题的原因进行了深入
的分析，利用服务质量差距模型，对 GX 电信公司客户端维护服务质量改善提供
了参考性的建议。研究结果对 GX 电信公司维护服务能力提升，提供客户满意度
有重要的参考价值和现实指导作用。

关键词：服务质量；客户满意；客户端维护服务；服务质量差距模型

Abstract
GX Telecom, which is subordinate to China Telecom Corporation Limited, is a
provincial telecommunication operator. In recent years, with the completion of
China-Asean Free Trade Area, GX area has made rapid economic growth. Meanwhile,
with the distribution of 3G license, the competition of telecommunication operators has
got more intensified. GX Telecom has become a full-service operator as well as GX
Mobile and GX Unicom. Under the circumstances of slowing down industry growth,
increasingly intensified competition, diversification of customer needs, and business
homogenization, the quality of customer service has become core competitiveness of
telecommunication operators.
Therefore, the client maintenance which is final user-oriented is selected as the
study object in this article. Based on relevant theories of service quality management,
with the methods of empirical research and site survey, the present situation and existing
problems of the Client maintenance of GX Telecom is analyzed, and the causes of the
problems is deeply analyzed as well. With the utilization of Gaps Model of Service
Quality, reference suggestions to improve service quality of client maintenance of GX
Telecom are offered .The research results are of great reference value and practical
guiding effect to the improvement of the client maintenance ability of GX Telecom.
Keyword ： Service quality; Customer satisfaction; Client maintenance; Gaps
Model of Service Quality