A Case Design Of Promoting Customer Satisfaction For Jilin Mobile Corporation

When it comes into 21 century, IT has taken a very import role in modern economy .In the vehement market competition, many factories improve their own products constantly, and the product function and quality incline to change together. The product is no longer the decisive factor that captures a market. The service of the superior quality can make the consumer feel satisfied and feel the product worth of the price. In other words , the consumer is purchasing the service. Vehemence of the competition make the superior quality service become a good way for the IT business enterprise to consolidate and extend a market, and the customer satisfaction research then becomes a valid tool for each company to check its competition ability. China mobile cooperation has carried on customer satisfaction inquisition since 2003, and the result go directly into to each provincial branch'performance .Each provincial branch then adjusts the management strategy according to the customer satisfaction result, and works hard to promote customer's satisfaction and keep the leading position in the market.In 1985, the customer satisfaction theory was first put forward by American scholars, and was extensively applied in the developed countries. Customer satisfaction index was first introduced into china in 1999.As the economy develops and the competition in market turns more intensive, the management idea and theories are also changing. The satisfaction and the value perceived by the customer is the most important driving factor to the customer's loyalty. Most customer satisfaction models include customer satisfaction or the value perceived by the customer, but china mobile's model includes both. In the recent two years, the satisfaction research theories have developed further. In 2005, the sensitive driving factor was introduced into the model.In 2005 ,the loyalty performance of Jilin Mobile's three brands(Gotone,...