Ccsi Model-based Mobile Phone Industry Csi Evaluation And Improvement

This dissertation takes the mobile telephone industry as the background and establishes the evaluation index system and evaluation model, referring to the China Customer Satisfaction Index model. According to the different applying purposes, the dissertation divides the model into the CSI model of the industry level and the CSI model of the enterprise level.First, this dissertation introduces the theory and methods of evaluating the Customer Satisfaction Index of the mobile telephone industry.Second, it establishes the evaluation index system and evaluation model respectively.Third, it introduces the survey method and provides the demonstration. It also discusses the way to improve the Customer Satisfaction Index.At last, this dissertation tries to evaluate the Customer Satisfaction venture to illustrate the necessity of evaluating the Customer Satisfaction Index of the mobile telephone industry.