Shandong Move To Improve Customer Service Satisfaction Research

With the constant development of the mobile communication market of our country, the competition of mobile communication industry is fierce day by day. The competition main means is by the initial and simple products technological competition, price competition, changing into the competition of service, price and business innovation in present competitive target of market. Service quality & customer satisfaction is very important for mobile communication company. Under this kind of background, this dissertation has analyzed that it is the main way that the mobile communication company develops and keeps the customers to service, offering high quality. Satisfactory service to customer will become the key that the mobile communication company succeeds.In this thesis, basing on the importance of service to communication industry, I have introduced the theories of service & customer satisfaction, such as the meanings of service, the opinion of service, service quality, the degree of customer's satisfaction. Combining with the service of communication industry, I have introduced the meanings, attribute of service product and service quality that the mobile communication company offers, the theory of market segmentation, the principle of 80/20, have expounded how to apply the theories to improve customer's satisfaction and the fact that the service quality and customer's satisfactory relation.This thesis has explained the course that the mobile communication company carries on improving customers service satisfaction evaluating, include mainly: service quality investigation method, service satisfaction appraising models, index system and the analytical method. I take Shandong mobile communication company(SDMCC) as an example, combine the results of service quality investigation and the statistical data from 1860 (customer service call center) , analyze the main problems in SDMCC service satisfaction, such as network coverage, roaming bill problem, new service problem, service employees' attitude and service quality. The methods which adopted...