China Mobile Company X Customer Service Quality 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 ones that have already turned the simple scale enlargement of user to the VIP customers' keeping and developing in present competitive target of market; The competition main means is by the initial and simple products technological competition, price competition, changing into the competitions of service, price and business innovation. Under this kind of background, this dissertation has analyzed that it is the main way that the mobile communication company develops and keeps the VIP customer to serve, offering high quality; satisfactory service to VIP customer will become the key that the mobile communication company succeeds.In this thesis, I take one mobile communication company as an example, have introduced meanings, attribute of service product and service quality that the mobile communication company offers, have expounded the fact that the service quality and customer's satisfactory relation, have explained the course that the mobile communication company carries on VIP customers service satisfaction evaluating and staffs satisfaction evaluating, include mainly: service quality investigation method, sample technology, service satisfaction appraising models, index system and the analytical method.This text operates VIP customers' service satisfaction and staffs satisfaction appraisal system on the basis of field survey, and calculates out VIP customers, staff's whole satisfaction and every index satisfaction through counting data, and has confirmed key factores influencing the satisfaction of VIP customers and staff.