Research On Operator’s Customer Satisfaction Degree Management Based On Customer Service Center

With the broken of monopoly of telecommunications industry in China, theoperator s profit margins step down in fiercely increasing market competition betweenoperators. Improving customer satisfaction, reducing the loss of customers and enhancingcustomer loyalty becomes operators most important means of customer maintenance andincome growth. As operators most important customer service department, facing theinternal and external challenges such as differentiation of the customer’s requirements,diversification of business and fierce competition in the industry, Customer Service Centerneeds to review and optimize existing service system for improving customer loyalty withprecise customer satisfaction management.This thesis introduces the challenges of communications industry firstly, showing thebackground, purpose, significance and research method. Secondly, it introducessatisfaction management model and its characteristics, especially carefully analyzed theapplication cases of some famous foreign enterprises. Thirdly, combined with ServiceQuality Model (5GAP) and Peak End Theory, find the indexes to measure the gap betweenthe customer expectation and the behavior. At the micro level, collect customerexpectations from some stages, get the indexes of customer satisfaction management,transfer them to indexes in the same dimensions by Entropy Method, and make adistinction between the importances of indexes to make the perception index measurable.Finally, form a measurable and appreciable customer satisfaction management model.This research attempts to set up a set of indexes system, for customer satisfactionwhich is the key management object hard to quantify and manage in practice, to find outthe short board and the most important improvement point efficiently, for improvingcustomer satisfaction and enhancing the enterprise the competitive ability.