The Research On Telecom's Customer Satisfaction Model And Application

Recently China's telecom industry develops at a high speed. Facing the intense market, telecom operators put forward customer-centric service idea in the competition environment. Retaining customers and keeping strength is the strategic focus of telecom operators. How to improve service and core competence becomes the key to success. Whether today or in the future, telecom operators' main task is to improve customer satisfaction (CS) and customer loyalty (CL), and make differences in service and brand with market segmentation. So it's important to do some research on customer satisfaction (CS), which is closely related to the level of service.This essay is about to build a scientific telecommunication customer satisfaction evaluation model and provide improved method. Firstly, it analyzes the importance and necessity of research on telecom's customer satisfaction in China's telecom industry. Secondly, it makes summary of customer satisfaction theory and clears concept of CS and CL. Thirdly, it researches the telecom's customer satisfaction indexes and derives evaluation model of CS. Fourthly, it makes an application case which supports CS theory above. Last, it makes a summary of the essay and points out its shortcomings and what need to improve.