Abstract
With the improvement of information and communication infrastructure construction, the competition in the telecommunications market from Blue Ocean to Red Sea is becoming increasingly fierce. In this new era, differentiated user experience has become the focus of competition among providers. The concept of user-oriented network operation and maintenance management is thus deeply rooted in people's hearts. In this paper, the development of network operation and maintenance management concept is first summarized. The main factors affecting user satisfaction are then analyzed. Furthermore, the process of providers from perceiving user service expectations to providing corresponding services is studied, and the gap of service quality in different stages of operation and maintenance management is discussed. In the end, methods are proposed to improve user satisfaction.
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