The Research On The Telecommunication Industry Customer Loyalty And Countermeasure

Today the telecommunication operations in our country have already been managed simultaneously by many operators. The competition is becoming more and more complex and fiercer, and the service qualities offered by the similar enterprises have little difference. Then snatch, construction and cultivation of loyal customers are the focus and key of the competition. The improvement of customer's loyalty is an important subject for the telecommunication industry to launch the effective marketing and service practice.The paper analyzes the influencing factors of the customer loyalty and sets up the relational evaluating model and the calculating manner of analytic hierarchy process. And then by means of practicality survey and application analysis in telecommunication industry the relation weights which influence the customer loyalty establish are been found out. At fast this paper puts forward the strategy to develop the customer loyalty by analyzing the influencing factor weights. The main content of this thesis can be described as following:The concept of customer loyalty has been illuminated. According to the domestic and international related theories and the current result,...