The Study On Xx Telecom Operators’Satisfaction Improvement On Charges Service Based On Customer Perception

With the maturity of the telecommunication market and the intense degree increasement of the market competition, competition of communication market has evaluated from single price war to various charges package business competition. Charge package is the carrier of price and service, and has characteristics such as difference sex, diversities and so on. The satisfaction improvement on charge package has become the powerful weapon for operators to improve the competitiveness. As the extension of the clients’ consumption process, customers’ attention to the design and service of charge package grows day by day. Charge package service is more and more important in mobile communication service system, and its degree of influence on customer satisfaction is higher and higher. This paper is focus on telecom operators how to improve customer’s charge perception, taking Tianjin mobile as example.This paper contains three aspects. First, the paper sort Tianjin mobile’s charge service process, including:Charge Design�'Internal Charge Information-Delivery�'External Charge Information-Delivery (Publicity and purchase guidance)�'Charge dealing with/Payment service process�'Charge inquiry service process�'Charge change、unsubscribe service process. Second, this paper has analyzed defects in current various service processes, and built a telecom enterprises’ charge service satisfaction indicators, and made corresponding problem diagnosis. Third, according to the analysis above, the paper propose the strategy on how telecom operators to improve charge service satisfaction.This paper has three innovations. First, the paper has introduced the customer satisfaction theory and the quality of service theory into telecom enterprises’ charge service, and put forward the charge service concept on improving customer’s charge perception under the existing charge level. Second, the paper constructed a indicators influencing the customer’s perception of telecom enterprises’ charge service. Third, the paper put forward strategies to improve telecom enterprises’ charge service from six aspects, enterprises’reference.