电信服务质量管制研究

上海交通大学硕士学位论文电信服务质量管制研究姓名：胡红宪申请学位级别：硕士专业：公共管理指导教师：徐明华20081109IIIIIAStudyontheRegulationofTelecomServiceQualityABSTRACTSinceChina’sadoptingreformandopeninguppolicy,China’stelecomindustry,havingexperiencedaseriesofunusualprocesses,tosay,competitionintroduction,aseparationofadministrationandmanagementandreformingandreorganization,becomesabasicindustryinthenationaleconomy,withitsserviceturningtobeanindispensablemeansofcommunicationinpeople’sdailylives.However,thecurrenttelecomservicegoesbehindtelecomdevelopment.Meanwhile,monopolyinertiaintelecommarkethasnotyetbeenwhollyremoved,sotheproblemofinformationasymmetrybetweenoperatorsandconsumerscannotberesolvedsimplybymarketmechanism.Withanincreaseinrightsprotectingawarenessamongtoday’stelecomconsumers,telecomservicequalityneedstobefurtherregulated.Telecomregulationisanimportantfunctionforgovernment.Onthepremiseofdependingonthebasicroleofmarket,increasingthequalityoftelecomserviceandprotectingtherightsoftelecomconsumersarethefocusandpriorityoftelecomregulationforthegovernment.Thequalityoftelecomservice,therefore,needsfurtherregulation.Ontheoreticalbasisofbothgovernmentalregulationandtelecomregulation,thispaperintroducessomerelatedresearchathomeandabroad,generalizestheconceptionoftelecomservicequalityintheopeningtwochapters.ChapterThreereviewsthedevelopmentofourtelecomindustryanditsservice,analyzesthebasicregulationmethodfortelecomservice,andclarifiestheframework,mechanismandmeasuresfortheregulationofourcurrenttelecomservice.InChapterFour,differentregulationmodelsandmeasuresfromBritain,AmericaandEUarelistedandanalyzedinordertomakeacomparisonbetweenChinaandthewesterncountries.ThekeypointofthispaperisinChapterFive,whichanalyzestheeffectsasIVwellastheexistingproblemsintelecomserviceregulation.Here,detailedandaccuratedataareusedtoverifytheupgradingofthetelecomservicebroughtbyregulation.Meanwhile,thedeficiencyofthisregulationispointedoutaccordingtotheexistingproblemsinourcurrentservice.Thelastpartofthispaperputsforwardsomedetailedadviceonhowtoperfectthetelecomserviceregulation.Bystudyinganddiscussinginthispaper,webelievethatatthepresentstage,astrengthenedregulationonourtelecomservicequalityisamust,forthatithelpstoimprovetelecomservice.Meanwhile,weshouldseethedeficienciesinregulationstatutes,modesandmeasures,whichneedtobeeliminatedbyaseriesofreformsinthefieldsoflegalsystemperfection,creationoffaircompetitionenvironmentandregulationfunctionreinforcement.………………KEYWORDStelecom,service,quality,regulationMPA1GDPMPA21998WTOMPA31-1123MPA4/4RPIxRPIxxxxx5.[J].2005610-12.[J].2005042.MPA520TCSI.[M].:2004231-242..TCSI[D].:2002..[M].:2007121..[J].2003043-4.MPA6MPA721MPA8.[M].200347.[M].20032MPA9Regulation2-1.[M].20081.[M].2006220-221MPA102-11819.[M].2006220-221.[M].200725.--[M].200540MPA11.--[M].200545MPA124490MPA13WTOIPMPA14MPA151980--19931980198019801994--19981994199811125%20001998MPA161999--2001199923720012001.[EB/OL][J].2005610.MPA173-12000MPA18199832000200120083MPA19,,3-115252030953-1MPA201000010086100101512300MPA2193-23-22001TCSI-TelecomconsumersatisfactionindexTCSI82003MPA22TCSI6MPA2319691981BT19841984OFTEL212003(OFTEL)OFCOMOFCOMOFTELOFTEL6199310OFTELMPA241996OFTEL1995ComparablePerformanceIndicatorsCPI664-1MPA254-14613.[J].2005520MPA26FCCFCCFCCILECFCCAutomatedReportingManagementInformationSystemARMIS5047NationalAssociationofRegulatoryUtilityCommissioners1992MPA274-2FCC-//1000200252003MPA28IP12345MPA294-34-4ACSIECSITCSI114-2TCSI77.679.979.775.576.274.563.369.264.1200120022003ISP200320022001200019991998199773747570727172TCSIACSI——MPA304-5198319952000WTOMPA31FCCMPA32.[M].2003266.[M].2008227MPA33.[J].200820080850-53MPA342007728020920079127343754728.641.6/36544.827.8/73002.116.0%200798.9%99.5%2997%92%.2007[EB/OL].()(/)5-120003.220079.126%70%2.7398.99%,99.24%6,798.15%,97.71%10-55-1100%209282GSM20061642,4699.04%0.18%0.88%5-2GSM94.93%1.58%0.5%1/100000CDMA96.61%0.25%0.4%1/100000.2006[EB/OL].[EB/OL].[EB/OL].MPA365-12001200220032004200520062007/15/2010.56.36/74/54/5434/24/3614.368.87/12.985/105/105/106/77/14/85%95.5%95.42%/92.66%91.30%/88.07%96.91%/96.91%98.04%/97.07%98.15%/97.71%99%/99%10-410-510-510-510-510-410-510-55-220012002200320042005200620071333333324888888880%99.78%98.61%99.5%99.02%99.02%98.68%96.46%10-410-510-510-510-510-45%0.28%0.25%0.05%0.18%0.18%0.28%0.72%3%0.14%0.23%0.45%0.98%0.89%1.10%0.67%20012007/2001102007415