Customer Satisfaction Assessment Program Research Of The China Telecom Branches In AnKang

Evaluation and improvement of customer satisfaction is the core indicators for enterprises to meet customer demand better, this paper mainly assess the problems involving the customer satisfaction of the branch of China Telecom in AnKang, combining the theoretical and empirical method, the research is conducted on the customer satisfaction assessment program research of branch of China Telecom in AnKang.On the basis of discussing the domestic and foreign customer satisfaction theory and the study of the status in the telecommunications industry application, firstly, by using the survey and expert advice methods, the paper analyze the status of customer satisfaction evaluation of the branch of China Telecom in AnKang, concluding the major issues of the customer satisfaction evaluation of the branch of China Telecom in AnKang which include that the design of index system are unscientific, the assessment model is not standardized, the poor operational of improvements and didn't match the resources or capacity of the company very effectively. Secondly, to the problem that the designing of the Indicator System isn't scientific, using the expert advice, customer opinion summary and correlation analysis, survey and identify the impact of the indicators related to customer satisfaction and the customer satisfaction evaluation index system of branch of China Telecom in AnKang, including network quality, services, complaints/obstacles, publicity and innovation rates (prices) and three and four indicator system corresponded. Thirdly, for the program that the evaluation model is not normal, by using the method of Analytic Hierarchy Process (AHP), the paper identify the target weight levels, introducing the reliability coefficients (Cronbach alpha), the reliability of the questionnaire survey was measured, the paper designed the model of customer satisfaction fuzzy comprehensive assessment of branch of China Telecom in AnKang by using fuzzy comprehensive assessment. Meanwhile, the paper evaluate the customer satisfaction quantitatively to the branch of China Telecom in AnKang by using the Fuzzy Comprehensive Assessment Model, the paper also brings up the specific improvement measures for the evaluation results; Then aimed at the problems that the improvement is not operational and matching the enterprise resource or capability poorly, the improvements against the analyze results were brought up by using the methods of award correctional analysis. Finally, to ensure the smooth implementation of the assessment program, the paper proposed some recommendations about the customer satisfaction implementation assessment program of the branch of China Telecom in AnKang.