The Study On Telecommunication (Fixed Network) Customer Satisfaction Index Evaluation Model

The essay is about building Telecommunication (Fixed network) Customer Satisfaction Index Evaluation Model. The essay bases on the inquisitional data of a project about Satisfaction Index from North Region of China Telecommunications Cooperation .With qualitative and quantitative research ,the author of this essay gets a lot of true information by telephone inquiry and face-to-face talking .After the data is tested and analyzed by statistical analysis tools such as SPSS,AMOS and reliability and validity test, covariance, the author creates a covariance model of Telecommunication (Fixed network) Customer Satisfaction Index. Finally, the value of Customer Satisfaction Index is calculated by three different methods.In the essay, the author does the combination research of the telecom customer satisfaction and the trait of communications industry development. In the process of establishing satisfaction index evaluation models, the essay makes use of the research experience at home and abroad .It bases on all kinds of services from North Region of China Telecommunications Cooperation. The author takes the service phases and contents as its clue ,which contains pre-sales,distributions,after services and product qualities. The main focus is got by contradistinctive analysis of the costumers' feelings and expectations towards the fixed network operators, Then we can take it as the main Satisfaction Index. So the satisfaction index and evaluated model have strongly pertinence and are more purposeful.Furthermore, because the research data comes from North Region of China Telecommunications Cooperation, the research result is more representative and provides useful data and experience support for satisfaction research and development of telecom industry.