Analysis On Mobile Communication Service Satisfaction And Effect Factors Based On Universities In Nanchang

With the advent of the Internet era,the competition of the mobile communication market is more and more intense,facing the huge challenge,the operators have to use the service strategy to compete for potential customers and gain competitive advantage.Improve customer satisfaction,establish and maintain customer loyalty has become a more important issue in enterprise customer relationship management.The campus mobile communication market is the largest market for the potential customers.This paper selects the market as the research object.Through the review of the relevant literature,the five aspects,product quality,information system,relationship quality,charge factors and service quality as the influence factors of customer satisfaction,to research the relationship between customer satisfaction and customer loyalty,build a comprehensive model to study these factors and the relationship between customer satisfaction and customer loyalty.Through some methods of data processing analysis,include descriptive analysis,partial correlation analysis,SEM and others.draw the following conclusions:First,there is a significant positive correlation between product quality and customer satisfaction.Mobile operators need to further strengthen the management of the quality of the product,to ensure the quality and call rate,enhance network signals,expand network coverage.Second,there is a significant positive correlation between the quality of service and customer satisfaction.Mobile communication operators should develop personalized service for customers,enhance interaction with customers,share information and maintain the continuity of the relationship.Third,there is no significant correlation between service quality and customer satisfaction.This shows that,in the campus market of mobile communication service,the various dimensions of service quality,such as operating room comfort,staff image and service attitude,service convenience,staff's professional ability does not affect customer satisfaction.Fourth,there is a significant positive correlation between the tariff factors and customer satisfaction.Mobile operators in terms of tariffs,should strengthen the reasonableness of charges,avoid billing errors,set up more flexible packages according to customer needs and other measures to improve customer satisfaction.Fifth,there is a significant positive correlation between the information system of mobile communication service industry and customer satisfaction.Operators need to ensure the convenience of telephone service,online business hall,provide customers with more information services through the support of the website.Sixth,there is a significant positive correlation between customer satisfaction and customer loyalty.When the customer is satisfied,it will produce attitude loyalty,recommend the use of the company's products to others,and then form a behavioral loyalty,continue to use the company's products or services.