移动通信服务越来越深刻地影响和改变着人们的生活。移动通信服务的消费方式己从被动接受转变为主动选择，用户对服务质量的要求也越来越高了。在激烈的竞争环境中，运营商的服务质量是企业成功的关键因素之一。因此，提高服务质量水平是移动通信行业的热点问题之一。 在服务质量评价方法上，学者们一般采用SERVQUAL（服务质量评价方法）或SERVPERFF（绩效感知服务质量度量模型）评价方法，并认可PZB （ Parasuraman，Zeithaml和Berry）提出的服务质量五维度观点。在计算方法上，有些采用加权绩效评价方法，而有些采用未加权评价方法。现代的学者们一般忽略企业形象问题而直接将服务质量划分为技术质量和功能质量，因此，对服务质量的评价也应该从技术质量或职能质量两个角度切入，很少有全面分析整个服务过程的，本文正是基于该问题，构建移动通信服务质量评价体系，并进行实地应用。 本文通过建立基于顾客视角的移动通信服务质量评价体系，分别从形象质量、技术质量和职能质量三个一级指标进行考察，使用层次分析法（AHP），模糊综合评价法对其质量进行测评，并以西安联通公司移动通信服务质量的评价为研究对象应用该模型。在此基础上，对该公司提高移动通信服务质量提出了四个方面的建议：加强通信网络建设维护与优化；建立并不断优化通话故障检测系统；增加故障处理人员投入；优化计费系统管理；优化注销号码计费方法。

Mobile communication services are increasingly profound impact and change our lives. The consumptions have changed from passive acceptance to active selection, and the service quality requirements are also increasing from the users. In the intense competitive environment, the service quality of operators is key factor for a successful company. Therefore, improving the quality of service level is the mobile communications industry hot topics. In the service quality evaluation methods, scholars generally use the SERVQUAL （service quality evaluation method） or SERVPERFF （perceived service quality performance measurement model） evaluation method, and approved PZB （Parasuraman, Zeithaml and Berry） proposed the view of five dimensions of service quality point. In the calculation, some use of weighted performance evaluation methods, and some use of outweighed evaluation. Modern scholars have generally ignored the problem of corporate image quality of service but concern about the technical quality and functional quality, and therefore, the evaluation of quality of service should be from the technical quality or the quality of the two functions of the angle, there is little comprehensive analysis of the entire service process, The article is based on the problem, build quality evaluation system for mobile communications services. In this paper, there is a evaluation system for mobile communication service quality from customers’ view, investigate its image quality, technical quality and functional quality of the study, and we use of analytic hierarchy process （AHP）, fuzzy comprehensive evaluation of its quality evaluation, modeling to Xi’an Unicom services. Made recommendations in four areas for the company: strengthening the communication network construction maintenance and optimization, establish and optimize the call error system, increasing investment in error handlers, optimize billing administrative system and the billing methods of deleting number.