The Design Of Customer Service Satisfaction Of De Zhou Mobile

Since 1970s', the studies of CS (customer satisfaction) have become the issues of theoretical researches in enterprise administration. In the 1990s', CS theories have been applied to the practices in Chinese enterprises. From 2001, Shan Dong Mobile Communication LTD. De Zhou Branch (De Zhou Mobile) have carried out the measurements of CS annually, which results would be a guidance on how to promote the service mission in the next year principally. But the results of the previous years were not satisfying, indicating that the application of CS theories was not enough. The key problem the paper wish to settle is that how to grasp the theory of CS in the whole perspective, to apply the theories to De Zhou Mobile to improve the quality of services and CS.On the basis of integrating the home and overseas research results, the paper put forward the theory of CS, and applied the theory to analyze the actual problem of De Zhou Mobile in many factors, such as the perceived service quality, the guidance of expected service, employee satisfaction, service equity, business friendship and customer trust. Aimed at these problems, the thesis has designed the strategy of CS improvement. During the course of research, the writer applied the methods of combining theoretical research and practical research, and paid attention to the instruct function of theory to practice. The thesis uses the data of the result, made the analysis based on scientific investigation. And the research is weighable by using the antitheses in the same trade in the analyses.Through the research, the writer considered it is the key factor to reformCS of De Zhou Mobile by improving perceived service quality. Thereby, De Zhou Mobile should balance the customer satisfaction and alluring customers in the aspert of guiding customers' expectance. Also, the concept towards service should be changed. Corporation culture ought to be solidified through system building approach into the performances of employers. Employer satisfaction is the premise of CS, De Zhou Mobile need to improve the satisfaction of the bottom service personnel further.