The Improvement About The Customer Satisfaction Of CNLINK Company Based On The ITIL Perspective

With the deeper development of Chinese economic,the competitions of the telecommunications business of china become more and more fierce.Since the industrial reorganization in Chinese Telecom in 2008,China Mobile Communication Corp,China Unicom and China Telecom have become the three largest companies in China,additional to the entry of foreign telecom companies,which means that the telecom industry has been formally entry into the era of completely competition.In this situation,the market share of the rest of Chinese small and middle enterprises suffer lost constantly.When facing the phenomenon of market relative equilibration and the problems of serious homogeneities in services and products,the enterprises have to serve well the exiting customers and enhance the satisfaction and loyal,though which to maintain the several market shares.Therefore,the theme of this study is how to continuously improve customer satisfaction and help enterprises to keep customers though the implementation of IT service management based on ITIL model.CNLink Networks Company is an integrated communication operation agent which owns perfect cross platform data.In these years CNLink has been facing increasing pressures,one of most important reasons is customers' dissatisfaction.Therefore,how to enhance customers' satisfaction in a relative short time has been one of the biggest challenges CNLink must to think about.This thesis uses the methodology of integration of literature research and empirical work to systematic analysis how to enhance the customers' satisfaction degree based on the optimization of IT Service improvement in CNLink.Previously,the thesis inducts the development history of customer's satisfaction and tries to explain the relationship of which and relative theories of ITIL service management,that is the quality of IT service will directly impact customers' satisfaction.Subsequently,the thesis mainly used the methods of literature review,Excel data analysis and questionnaire research and systematic analysis etc.to find the main issue of impact customers' satisfaction and offer the respective solutions.Though the analysis of the implement procedure of IT service optimization based on ITIL in CNLink.The thesis used the method of vertical comparison though the post and previous customer's satisfaction scores collected in twice questionnaires to improve that the important of IT service and the utility of enhance the customer's satisfaction degree based on ITIL.In general,the innovation of this study is to improve the possibility of implementation of IT service based on ITIL in CNLink Networks Company,and bring the good result of enhancement of customers' satisfaction degree,which reported here would seem to indicate some valuable references for the others same type IT service companies which plan to enhance customer' satisfaction degree though ITIL of IT service management.