Research On The Relationship Between Service Quality And Customer Loyalty Of Communication Enterprises

As a key industry related to the national economy and people's livelihood,how to effectively face challenges from inside and outside under the new situation has always been the focus of attention of enterprises.High-quality customer service management is the basis for the development and growth of the telecommunications industry,and also the necessary weight for the telecommunications enterprises to enhance their market competitiveness.In view of the above problems,this paper takes X Communications Company as an example,through theoretical discussion and practical investigation,analyses the impact of customer service quality on customer loyalty,puts forward some measures to improve customer service quality management of X Communications Company,with a view to providing some reference for the improvement of service quality management level of X Communications Company.Through in-depth research on X Communications Company,this paper systematically analyses the internal relationship between customer satisfaction,service quality and customer loyalty of X Communications Company by means of questionnaire survey and literature theory,and uses SPSS statistical analysis software to validate and explore factor analysis of the collected sample data.Finally,the number of constructed data is analyzed.Empirical tests were carried out according to the model.In the case study,the SERVQUAL scale system based on PZB has constructed such indicators as assurance,reliability,tangibility,responsiveness and empathy to measure the service quality and customer satisfaction of communication enterprises,to explore the internal relationship and influence between service quality,customer satisfaction and customer loyalty,and to effectively evaluate and measure the customer loyalty of X communication enterprises.Understand consumer expectations,needs and feelings about the products and services of X Communications.Then it builds a customer loyalty model,quantifies the internal correlation and correlation between customer service quality,customer satisfaction and customer loyalty,and makes a basis for improving the service quality of X communication enterprises by analyzing the results.It also makes a targeted improvement on the service quality of X communication enterprises in order to improve the perceived service quality of customers and enhance X communication enterprises.Competitive level,to obtain a certain competitive advantage in market services.Through the analysis of the effective data samples collected,the following points are obtained: first,the service quality of XX communication company is mainly composed of empathy,tangibility,responsiveness,reliability and assurance of service;second,there is a positive and significant relationship between the service quality of XX communication company and the loyalty of enterprise customers.Satisfaction degree plays a part of intermediary role between corporate loyalty.At the same time,the service quality of XX communication enterprises has different effects on customer loyalty.Thirdly,through the scientific analysis of sample data,the consumer customers of XX communication enterprises have a higher evaluation on the service quality of enterprises,but the service empathy and responsiveness are at a lower level.It is also the aspect that XX communication enterprises should focus on improving.Based on the systematic analysis of effective questionnaires collected,this paper puts forward specific countermeasures to improve customer loyalty and service quality of XX communication enterprises: measures taken to enhance customer loyalty mainly focus on customer loyalty,not only customer satisfaction,but also suggest that XX enterprises should focus on improving customer loyalty.Customer's attitude loyalty can effectively enhance the overall loyalty of consumer customers to XX communication enterprises.Measures should be taken to effectively improve the service quality of XX communication enterprises.It is suggested that XX enterprises should change the previous service concept,gradually improve the service consciousness of XX enterprise employees,and deepen customer's recognition of enterprise service concept,that is,empathy and responsiveness of XX communication enterprises should be improved.In order to effectively improve the level of service quality of enterprises.