Study On Customer Satisfaction Of Hangzhou Mobile Communications Service And The Way To Enhance It

Under the national telecommunications market scope and level of increasing demand and increasing people's background in communications,the communications industry competition has become more intensified.After the reorganization of China's telecommunications operators trading situation,so that the composition of the communications market,China Mobile,China Unicom and China Telecom utmost.With the growing of the same goods and technology,communications companies formed its own new service concept-"marketing services","improve customer satisfaction." If you move in order to remain within the scope of the highly competitive Chinese market a competitive advantage and maintain long-term sustainable development,requires the mobile to customer satisfaction and loyalty as a service-oriented,providing customers with products and services.The article is based on the contents of the above,the combination of theory and practice,to make a comprehensive and systematic exploration and thinking level of user satisfaction management perspective.This article based on a combination of service quality gap model of customer relations management theory,the status of Hangzhou mobile customer satisfaction were analyzed and then put forward to improve the quality of service of mobile Hangzhou Thoughts and suggestions to explore how to improve our communications services market quality and other issues to lay the foundation.Before proceeding with the analysis of specific issues,we must analyze the environment of China's telecommunications industry,communications industry research background of this customer satisfaction,purpose,significance has been described system helps to clarify the present theory in the exploration level basis.In addition,we may need to move the various problems in Hangzhou systematic analysis and research.Research on how to shorten customers' cognitive expectations "and" service expectations,"the gap,so as to enhance the mobile communications industry customer satisfaction.And the Hangzhou moving Practice on customer satisfaction and improves customer satisfaction as the policy repository to facilitate our communications enterprise learning and research.On the other hand be innovative constructs designed to enhance customer satisfaction Hangzhou move to form a unique service concept.At theend of this article,this article will review the management model and the ways to explore this issue relating to future plans and outlook.