Research On Customer Service Quality Improvement Strategy Of Sichuan Cable TV And Network Inc Network Inc Branch

With the rapid development of the national Internet and information industry in recent years,the management and development of all industries are facing unprecedented challenges.As a basic industry in the national economy,the communication industry is advancing with the times,gradually meeting people's basic needs.Sichuan Cable Broadcasting and Television Network Co.,Ltd.Chengdu Branch(hereinafter referred to as "SCCN Chengdu Branch")is the largest broadcasting and television network operators in Chengdu,it is established by Sichuan Province Cable Broadcasting and Television Network Co.,Ltd after the integration of assets.Promoted by the "three networks convergence”(three network:telecommunications networks,radio and television networks,internet network)strategic requirements of China's government,China has gradually entered the main channel of comprehensive market competition.In this fierce competition,SCCN Chengdu Branch also seeks to take the initiative to attack,stabilize the foundation while seeking change.Under this background,it is extremely urgent to study the quality of service to help improve service quality.In this paper,through the method of questionnaire interviews,choose SCCN Chengdu Branch and its main business as the research object,The service quality and customer satisfaction of the company are analyzed and studied.First,put forward the problem that this paper is going to study,and determine the purpose of research.Through the study of relevant literature both domestic and abroad,using the SWOT theory to analyze the business situation,and then analyzes the existing problems in the marketing,combined with its characteristics,finally design the customer service satisfaction questionnaire of SCCN Chengdu branch company,record the results of the survey and do data analysis.The questionnaire research has drawn the following conclusions: firstly,the company has not meet its expectation of customers' perception of service quality in the four dimensions of reliability,offline business outlets design,relevance and care.Secondly,the service quality gap is different in the four dimensions of perceived quality,perceived price,perceived service and customer complaint.It shows that there is a big gap between SCCN Chengdu enterprises and consumers expectations in personalized service,offline store interaction and customer experience.Finally,combined with the current market situation,the paper puts forward some improvement measures for the transformation and development of customer service of telecom operators in the reform of marketing mode and organizational system,and explains the turning point and innovation point of development.It is hoped that this study can provide some reference for the follow-up development of SCCN Chengdu Branch and its head office.