Study Of The Relationship Between Service Quality And Customer Satisfaction Based On The Customer Experience

With the coming of age experience, in the face of customer unique demand,Enterprises must provide special products and services to retain customers and in pursuit of sustained competitive advantage,and a new study topic that how enterprises provide high-quality service experience to improve customer satisfaction is coming.In view of this, the paper build the relationship model between the service quality and customer satisfaction from the customer experience perspective, and do questionaires of the mobile telecommunications industry to verified relation model,in the end we make suggestion for the mobile telecommunications enterprise to improve service quality. This paper makes use s of SPSS12.0 to analysis the questionaies and the main conclusion are as follows:Mainly based o SERVQUAL and Parasuraman, Zeitheml&Berry's service quality evaluation framework, this study founds the checklist to examine the service quality. This checklist includes the five facets and 22 survey items. The five facets are 'Tangible","Reliability", "Empathy", "Responsiveness","Assurance", and there is significant difference between customer's expectation and perception of the mobile telecommunications enterprise.The most important items are "Let the customers clearly the merits and the scope before the transactions"," the company can quickly apologize and make up for the inconvenience ","The company provides the flexible fees way to choose for the customer"," costs accurately, accurate billing",the the mobile telecommunications enterprise can enhance service quality by improving the listed items."Expectation service level" has the positive influence to "perception service leve", "perception service level" has the positive impact influence to "customer satisfaction". Regarding the mobile communication industry, the whole "the sensation service" is lower than "expectation service level","service quality" has the positive impact influence to "customer satisfaction".