Study On Mobile Customer Satisfaction

The thesis analyzes the importance and necessity of the study on client satisfactory in telecom operation on the basis of the basic status and development trends of telecom industry. It explores the concept of client satisfactory, the relationship of client satisfactory and operation achievements, and the relationship of client satisfactory and client loyalty. On this basis , it generalizes in detail the evaluation methods(测 评方法) of client satisfactory, ACSI, the specific implementation steps, the data analysis methods and the inference methods of influence factors weight. The thesis also takes an example of successful organization activities of client satisfactory study in a municipal mobile company and sums up the implementation steps and key factors. It also presents some measures on client satisfactory.