A Research Based On Csi Of Telecommunications Company Customer Satisfaction Model

As China became a member of WTO, Chinese telecommunication industry is opening, and the competition is getting much fiercer. Sustaining old customer and exploring new market is now the key to survive of Chinese telecommunication companies. Nowadays the competition between telecommunication companies is converting to the competition of services provided. Service is the key for telecommunication companies to realize the differenced strategy. The core concept of service marketing is customer satisfaction and customer loyalty. The improvement of marketing program and the long term growing of companies can be finally realize through interacting of customer satisfaction and customer loyalty.It is of vital value to instruct a kind of satisfactory model which fits the characters of Chinese telecommunication companies in order to evalue customer satisfaction and give methods to improve it. Nowadays, the analysis on customer satisfaction of Chinese telecommunication companies rarely based on instructing a model to study. So this paper focuses on customer satisfaction, and trying to set up a model on customer satisfaction index. I try to prove the influence of the facts in the model through model study, and provide the management with the methods to improve customer satisfaction index, and then realize the objects of management.Firstly, I get 4 key facts (Corporate Image, Quality of Service, Customer Value and Service Fairness) that influence customer satisfaction of Chinese telecommunication companies through investigation study, and I segment the key facts into 40 detailed facts. Secondly,I set up a linear model, compute the coefficients through correlation analysis, collect data of the mobile communication corporation in the city of S, and compute the influence of the facts set in the model with the help of two software : Eviews5.0 and Amos 5.0. In conclusion, Quality of Service has the most influence, then Customer Value, and then Service Fairness, and Corporate Image comes last. Through the study, I work out the customer satisfaction index, and provide some suggestions to the company on how to improve the customer satisfaction index in the future.