Guangdong Telecom Co.——Telecommunication Service Satisfaction Analysis And Strategy

This thesis is a paper about the customer service system of GuangDong Telecom. The thesis consists of the case and the case analysis. The case part describes the competitive environment confronted by GuangDong Telecom and the things that thinking by managers of GuangDong Telecom. Through the information of GuangDong Telecom's service quality from a company of market investigation, truly reports customer's recognition and satisfaction. It provides many materials for the case analysis. The case analysis part based on some basic theories of service marketing and gap of service-quality model, used the science of statistic and SPSS (Statistics Package for Social Science) for windows, and chose service attribute & quality evaluating model. The scrap analysis GuangDong Telecom's service quality, customer satisfaction index and competitive ability of service quality. The writer tried to find the doable strategy for GuangDong Telecom.