Research On Improving Customer Satisfaction Of China Mobile Huizhou Branch

With the rapid development of telecommunication market and the intensecompetition in the communication industry growing up day by day,the enterprises takethe customers satisfaction as the competition focus while they used to compete inproduct performance and technology,so that valuable customers play a decisive role asthe core competitiveness. As it leads directly to the future success,the Huizhou MobileCommunication Company （HZMC）realizes that the only way to capture larger marketis to increase their satisfaction degree.Firstly,This article sorts out the core theory of customer satisfaction called CSIand makes some analysis. With the highly valued customers of HZMC having ARPUmore than120RMB as the objects，it points out the main problems of CSI on the basisof some expression for constructing course of the evaluation architecture of highlyvalued customer satisfaction.Secondly,it constructs the HZMC’s own evaluation index system with theprinciples、bases，methods，flows and weight coefficients. A questionnaire comes outfrom the system at last. On the foundation all above，the article makes a empiricalresearch on the HZMC’s own evaluation index system questionnaire in its highly valuedcustomers，using the Experts Weighting Method, the Customers Weighting Method, theLikertscale Method and CSI formulas in the analysis. Finally，the calculated integratedhighly valued customers satisfaction degree and the index tell us the key factors makingthe main effect. Some promoting measures are given out as suggestion for the HZMC.The research and theory of this article may apply directly to increase the highlyvalued customers’ satisfaction degree of the HZMC, and provides a helpful referenceand an edifying.