Daqing Petrochemical Communications Broadband Business Customer Satisfaction Research

In recent years, the market of broadband access has developed rapidly,which has a widespread scale. At present,most customer use the way of ADSL access. But the competes in the market of ADSL has been explosive as the scale expands unceasingly. The strategic emphasis in work is to maintenancing the user and maintains the superiority. For telecommunication enterprise, the most important mission is to improving the grade of service and customer degree of satisfaction.So,the researching of customer degree of satisfaction with related of service is very remarkable.Daqing Petrochemical Communications Company is a subsidiary PetroChina Daqing Petrochemical Company.It has intensely competition with Netcom as a small regional broadband provider in the region.Because Netcom has strong powerful and has excellent brand,so the most urgently need to the Daqing Petrochemical Communications Company is how to improving the service system and service quality, obtaining customer satisfaction. Such it can expand its ADSL professional work as while as increase market share.Described the behavior of broadband customer satisfaction by the way of collating information and documentation and conducting personal interviews and questionnaires.The Paper researches the enterprises`s customer satisfaction by learning the classic theories and models of customer satisfaction. The Paper examines the relationship between the customer satisfaction and the basic characteristics of the customer, the internetnal behavior, the network operational performance, the maintenancal services, the fee-based services, the obstacle service and the understanding of competitors.The paper is based on the theory of quality of services and the research findings of different factors on the ADSL business,trying to giving countermeasures to increasing customer satisfaction.The significance of the paper is that it has reference value to the small regional broadband operators such as Daqing Petrochemical Communications Company how to face the powerful competitors and win the customer satisfaction.