Approach Research On Improving Service Quality Satisfaction And Decreasing Surpassed Complaints For Henan Mobile

With the restructuring of the telecommunications industry and issuance of 3G license, the importance of telecommunications services continued to strengthen, quality of telecom service has become an important factor used by telecom firms to seize market share, attract customer and remain customer. Therefore, improving the quality of telecom service, rising customer satisfaction and continue to reduce customer complaints, which will be one of the focus of telecom operators. On the basis of consulting abundant correlative literatures in service marketing, service quality management, measuring models of service quality and research data, making an in-depth research of HeNan Mobile, which including short-boards of products, tariff, marketing / sales, and channel, as well as an analysis of the issue of surpassed complaints. And give some methods to help telecom operators to improve their service quality and customer satisfaction levels.Dependent on the project of improving customer service quality satisfaction for HeNan Mobile and based on abundant practical materials, and other relative theories, then designs the questionnaire for study through deep interview, group discussion, ect. Through statistical analysis of returned valid questionnaires, selected some key factors, combined with the quality of service model for secondary screening, and ultimately determine the short-board, that is the main research object of this article. On this basis, according to research data, analysis of various short-boards to find the essence reasons behind the appearance. Then give the way, which Henan Mobile services could come to a new level.By using of the basic element analysis method, we can make a case study to find factors on the incident chain which led to the surpassed complaints happen.