Hunan Mobile Customer Satisfaction Research
|School||Central South University|
|Keywords||Mobile communications customer satisfaction degree customer loyalty degree research model|
With the increasingly fierce competition in the telecommunications market, price wars, advertising war, the channel war has not enable telecommunications companies to establish long-term competitive advantage, but the entire telecom industry profit levels. As the technology and market-driven the rapid development of the telecommunications industry, and to continue to narrow the differences between the telecom products, so telecom enterprise service economy really ushered in the era. From the long-term interest of the customer services has become a magic weapon for winning the enterprise competition. The quality of customer service good or bad, a direct impact on overall customer satisfaction for business conditions, low customer satisfaction, will directly lead to lower customer loyalty and, in turn led directly to customer churn。This article to a more comprehensive approach to customer satisfaction, in a statement, the KANO Satisfaction Study theory designed telephone survey, by applying flexible analysis (regression analysis models based on the comparative analysis (quadrant model) and rewards and punishments analysis to assist the establishment of the Hunan mobile Customer Satisfaction Survey models in Hunan province, nearly 40,000 more mobile, telecommunications and Unicom subscribers to the satisfaction telephone survey and research in the industry of customer satisfaction level and short board, with the improvement. This article that Hunan Mobile for mobile, telecommunications and in services, similar to the situation, mobile should lead to introduce innovative services enable customers to obtain more personalized services and more customers to alienation value, to be concerned with customers and lead the market of integrated telecommunications enterprises.