论文标题:长春移动客户满意度分析
Customer Satisfaction of Changchun Mobile Co., Ltd
论文作者
论文导师 于洪彦,论文学位 硕士,论文专业 工商管理
论文单位 吉林大学,点击次数 336,论文页数 63页File Size6884K
2006-09-10论文网 http://www.lw23.com/lunwen_11201412/
Customer satisfaction is where the corporate value lies in. Strategically and tactically it is an important guideline in marketing. With the business developing, Mobiles top leaders have realized enterprises have entered into service competition phase after price and brand competition.1 .Research backgroundFor telecom network operators, Customer satisfaction is an important indicator to show how well they would achieve lasting development. Customer satisfaction investigation has been used to evaluate its daughter companies since 2001.it proves to have improved the service level greatly. To get a satisfactory performance in KPI, the Changchun Mobile Communications Company, Ltd. (CCMC) has pursued Customer Satisfaction Investigation separately for its 3 different brands: Go-tone, M-zone and Shenzhouxing.To test how the measures are carried on and which level of customer satisfaction is, to find main factors that influence CS level and advantages and disadvantages on services compared with Unicom, the investigation was carried out among mobile telephone users in Changchun City.2. MethodThe methods of this research are as followed:a) Concept, make-up and core values of Customer Satisfactionb) Customer satisfaction indexc) Basic methods of telecom Customer Satisfaction Investigationd) Software of SPSS 10.0, correlation analysis, regression analysis, analysis of variance
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