SEM-Based Research On The Micromodel Of Tcsi In China

Customer Satisfaction has gradually become the soft index adopted around the world to measure people's happiness .In China,the major companies, related industry and government are all doing practice and carrying research on Customer Satisfaction. Customer Satisfaction's study based on the products or service people already brought or want to buy,through quantifing customer's evaluation at all levels and of all kinds, Customer Satisfaction index will be obtained as composite economic indicator.The study of TCSI is one kind of CSI researchs,because of the speciality of TCSI,the study of TCSI in China started late,however, with formation of telecommunication industry competition pattern in our country,telecommunication industry development pattern becoming changing from monopoly to opencompetition. The core competition increasingly relies on competitive advantage of service. Customer satisfaction on telecommunication has a direct effect on its competition. What kind of index system and quantitative model should be established all sidedly and pointedly to analyze the influence factors of telecom customer satisfaction,and on this base ,which method should be used to count the score of every influence factors ,that is quantitative analysis on telecom customer satisfaction,and it is also lay the foundation for putting forward the measures and marketing strategy to improving telecom customer satisfaction.At first,this thesis reviewed the theoretical principle of CSI evaluate modle, discussed the CSI evaluate modle both here and abroad. At the same time through following the tracks of CSI study ,the writer found that nowadays most of the CSI evaluate modles of our country are macromodles,the micromodels are seldom.But the micromodels is very important to companies, in practise research,only individual model concerned company can help administrators to recognize and learn more about itself. Thinking from this vision,TCSI micromodel is build in this thesis,and it is the innovation of this thesis as well.Secondly, SEM method is used to build the TCSI micromodel,through the research on TCSI micromodel,the analysis draws conclusion that the main influences on telecommunication Customer Satisfaction are company image, communication quality,and charge service. During this process,SEM parameter estimation method also be discussed,and the theoretical foundation and stages of modeling of Lisrel also introduced .At last, through empirical study on TCSI of Huaian Mobile of Jiangsu provenice,the score of TCSI is worked out and the main influnces of TCSI also be found.Then the strategies and advices optimizing and improving the telecommunication service are brought forword .