Telecommunications Enterprises Disassemble Business Customers To Participate In The Relationship Between Research And Behavioral Intention

The effect of customers' perceived service quality on the following behaviors has been widely recognized, but what are the key points influencing perceived service quality? According to the relevant research results, customer participation is beneficial to perceived quality and customer loyalty, which can become enterprise's competitive advantage. Nowdays, more and more telephone or PHS customers are losing in China, so we decide to study the relationship among customer participation, perceived service quality and behavior intention in this paper, hoping that we can offer powerful supportion for telecom companies to work out effective ways.Based upon the relevant research, this paper brings forward a research mode of the relationship among the three aspects and demonstrates it through data analysis on the customers who come to Bengbu telecom companies to cancel their operations. The result of the research shows that there is remarkable relationship among each aspect of customer participation, perceived service quality and behavior intention. And different aspect has different influence on each other. Also, we find that the impact of customer participation on the customer behavior intention is indirectly realized by perceived service quality. What is more important is that we proved that different age and different income has different mean on each aspect of customers' behavior intention.