Sichuan Telecom Quality Of Service Customer Satisfaction Survey And Analysis

In recent years, with the rapid development of information industry in china, the Operation network,Customer Scale and Manufacturing Industries have leaped into the front ranks of the world. Information industry has also become the basic and leading industry of national economy in china, Which plays an important role in promoting economic growth and social progress, improving the quality of life of people and developing national economy and the information process of the society.Telecom Operators is an important component of information industry in China and belongs to the same category of modern service industry. At present, there are more than 700 million phone users in China. Telecommunications network takes responsibility of such a large group of users for providing information and communication services, and telecommunications services have infiltrated into all aspects of social life. Since Ministry of Information Industry was founded in 1998, under the guiding principle of "government regulation, enterprise self-discipline, social supervision", telecommunications services adhere to people-oriented, pragmatic policy and gradually establish a "service is the life of an enterprise " concept. All the approaches has made a positive effect. with the voice of improving service quality the rising, how to improve telecommunications services and enhance customer satisfaction has become a major issue faced by telecommunications enterprises.This dissertation at first introduces the development of customer satisfaction-related theory and study the status quo at home and abroad, forms a Customer Satisfaction Survey, and points out that, whether for their own survival and development or for harmonious society, customer satisfaction management of telecom operators has a great significance.This dissertation also gives a brief introduction of customer satisfaction assessment model. Based on the establishment of the principle of customer satisfaction evaluation system for telecommunications services in combination with the actual situation and the status of customer satisfaction, quality of telecommunications services, it builds a customer satisfaction evaluation model and customer satisfaction evaluation system, and provides some suggestions for improvements on the satisfaction surveys done before.From the point of adopting the thoery to slove practical isuues and according to the characteristics of telecommunications services, the dissertation uses the theory of perceived service quality and customer delivered value theory, puts forward the strategy of enhancing customer satisfaction; and from satisfaction analysis of the current telecommunications service problems, the use of services marketing theory and related customer satisfaction knowledge, it makes a strong telecom companies operational service improvement strategy for the new situation to improve telecommunications services and has some guiding significance to enhance brand image, improve customer's satisfaction and loyalty.