Research On The Satisfiction Of The Quality Of Fee Information From The View Of Comsumer Behavior

Since the policy of reform and opening up, China's economy grows up rapidly, and China's telecommunications industry has changed dramatically, becoming one of the fastest-growing and the most potential industries. With the increasing competition and the improvement of people's living standard, consumers, facing the multiple-choice environment, require to improve the quality of telecommunications services increasingly. Telecom fee information service as an important measurement of telecom operators quality service will become one of the key factors deciding the level of the operators' quality of service. With the diversification of China's consumer market, consumer demand for telecommunications shows different characteristics. So operators pay much attention to how to enhance services dependent on different strategies to different consumers.Combined with the issue of "The Construction of XX Mobile Fee Information System", this thesis will analyze the current status of quality of fee information service in China mobile telecom area, based on studying on the theories of quality of service satisfaction and SERVQUAL Scale and comparing the service quality of oversea operators. After that, the strategies are drawn up to improve the quality of information charge service based on behavioral characteristics of different consumer market segments.The thesis is organized as follows: in the first chapter, I give the background study, the purpose and significance of this paper, and the research framework; in the second chapter, the theories of consumer behavior and quality of service satisfaction are summarized, and I give a literary review of customer behavior study in China telecom field; in the third chapter, it is an empirical analysis of quality of charge information services and consumers behavior of post-shopping in China's mobile communications market; in the fourth chapter, the strategies are proposed to enhance the quality of information services based on the empirical analysis. Finally, I sum up the results of this study and propose follow-up study.