| X Telecom is a large communication service enterprise in China.Rooted in the border areas of China,X Telecom undertakes the mission of communication construction in the border areas and bringing high-quality communication services to the border people.With the promotion of the national strategy of "Broadband China" and "three networks integration",the user scale of X Telecom has been increasing year by year.At the same time,the domestic communication market has gradually become saturated and become a "red Sea",and the growth rate of the revenue and profit of communication enterprises has become a common phenomenon.At the same time,the incremental investment in infrastructure,the policy of speed increase and fee reduction,and the combination of multiple factors such as number transfer network make the revenue growth of operators even more weak.In the face of the cruel market situation,X Telecom chose to take the initiative to transform and pay attention to the family market to explore the potential of family business.Among them,Internet TV business,as an ancillary product of broadband business,can generate revenue itself and increase the user stickiness of broadband business,so it has become the key business of X Telecom.Since TV business has the characteristics of high customer acquisition cost and long profit cycle,how to maintain and improve customer satisfaction,so that the long-term users in the network has become the key to business profit and income growth.The object of this study is X Telecom IPTV business,and the research process is theoretically based on customer satisfaction and customer loyalty,CCSI is selected as the evaluation model by comparing the characteristics of the classic customer satisfaction model,and the research content of this study is sorted out based on the characteristics of Internet TV business.This research takes randomly selected ordinary users as the object.Questionnaires are distributed by short message with questionnaire star as the research tool,and user interviews are designed to clarify and improve the survey results.Finally,Based on the feedback and suggestions of experts in various fields of Internet TV and factually based on the results of user surveys and interviews.It adheres to the research route of combining theory with facts to find out the factors that currently affect the customer satisfaction of X Telecom IPTV business,and provides a targeted optimization scheme on the premise of landing.This research has certain reference significance for the improvement of customer satisfaction and business development of X Telecom IPTV business. |
