The Improving Strategy About Service Quality And Customer Satisfaction Of XX Unicom

After the reorganization of telecommunications,the telecom industry is consisted of China Mobile,China Telecom and China Unicom each of which is Full Services Operator. The condition of telecommunication market is that competition is more and more aggravated and that client needs are increased and that products trend to homogeneity, we can quickly update Technology of Communication but excellent service can not be followed. Service has been core competitiveness of enterprises.XX Unicom covers reengineering of job, fusion of culture,business and support system after the reorganization. Facing with the new environment, new bussiness,new client,new opportunities and challenges,how to gain competitive advantage is the main problem of the company. This paper bases on the theory of Customer Relationship. For the current situation and existing problems of XX Unicom,this paper analyzes customer satisfaction and the factors affected to client satisfaction rate. To use the Model of Service Quality,this paper provides constructive input about the improving strategy about service quality and customer satisfaction of XX Unicom.The main text part is divided into 6 chapters. Chapter one is about the background and significance of selecting the topic. The second chapter presents emphatically conception and attribute of service quality and Customer Satisfaction which provides a theoretical basis for the next part of this paper.In ChapterⅢ, this paper introduces service resources, server structure. In this part,paper analyzes customer satisfaction of XX Unicom and the compares of other competitors through data which proides important basis for analysis of the problems in Customer Service in XX Unicom. The last of this paper provides constructive input about the improving strategy about service quality and customer satisfaction of XX Unicom.