A Research On Customer Satisfaction Of GSM Service In Suzhou Unicom

The basic theory of Customer Satisfaction, for short CS, means that the whole management of a company should be directed by Customer Satisfaction, a company should analyze and consider all kinds of problems in customer's position and standpoint, esteem and protect customer's benefits as much as possible. More and more researchers have attached importance to CS theory and practice. Based on the researches made at home and abroad, this paper has had a study on the CS of Suzhou Unicom GSM service applying questionnaire investigation. The collected data is analyzed by SPSS 10.0 software, the mostly results of which are as following:1. The total CS and seven factors CS such as network quality, operation propagantion, business store, consulation, business personnel, increment operation, service guarantee are different.2. There are many variances among customers, for example, different occupation, age, culture, consumption level, region, etc. In addition, there are many variances between city and country, new and old customers.3. There is relation between Customer Satisfaction and Customer Loyalty . Meanwhile, this research offers some advice on the management of company.