Research On Service Quality Improvement Strategy Of China Unicom In H City Based On Customer Satisfaction

With the development of economic globalization,our national communication industry has been seriously affected by the domestic and international environment.Since the reorganization of the communication industry in 2008,the homogenization of products and services of the three telecom enterprises has become increasingly serious.Therefore,service quality has become a powerful weapon for competition among communication enterprises.The degree of customer satisfaction with the service quality of an enterprise can determine the development of an enterprise.In order to ensure that the enterprises always maintain a leading and dominant position in the market competition,enterprises must improve service quality to improve customer satisfaction and attract customers.Firstly,this paper analyzes the background of the communication industry and the current situation of service at home and abroad.Combining the customer satisfaction theory and service quality theory with the development status of Unicom companies in H city,this paper preliminarily obtains the influencing factors of customer satisfaction through literature retrieval,network retrieval and other research methods.Then experts in different research fields and typical customers are invited to have an interview.According to the interview data,the relevant influencing factors of customer satisfaction of H Unicom are selected,the customer satisfaction evaluation index system is constructed,and the weight is calculated by using Delphi method.The questionnaire is designed from the perspectives of network service,business service and emotional care service.The customers in urban area H and ten counties are surveyed.And the questionnaire data are sorted and retained to record the problems concerned by local customers.By analyzing the customer satisfaction of Unicom companies in H city in three aspects: network service,business service and emotional care service.Finally,combined with the local development status of Unicom companies in H city,in view of the above problems,this paper puts forward the rectification measures for the development of Unicom companies,so as to improve the customer service quality of Unicom companies and enhance the competitiveness of Unicom companies in H city.Customer service quality plays an important role in the development of telecom industry.This paper systematically analyzes the problems existing in customer service quality of H Unicom,and gives specific solutions,which can provide reference for other communication enterprises.