An Investigation On The Causes Of The Loss Of Students In Yangzhou Mobile Company

With the rapid development of the mobile communications industry, the application of new technology, the deepening of the reform, the competition of the communication market is very fierce.Customer as a source of corporate profits and the most important resources of a company,has becometo the key point of competition in the market.It’s important for a corporate’s profits to keep and compete for customers. Therefore because of various ways to carry out the customer lead to reduce the loyalty of customers,increase the instability of the customer.Customer churn problem becomes obviousand directly affect the market share,lead to the economic losses of the communication enterprises.Therefore, how to retain customers has become an important research scholars.There are many colleges and universities in Yangzhou, college students market is of great significance. In order to explore the churn problem of college student customers of Yangzhou mobile.This paper takes Yangzhou college student customers as research samples,based on customer relationship management theory, customer satisfaction theory and customer satisfaction theory,through the design of the questionnaire and field investigations,collect 17 factors that may cause the loss of college student customers,and finally get the 6 key factors influencing college students’ loss of customers, respectively:product prices, network quality, service satisfaction, satisfaction with broadband usage;the number of the length of time and the student’s grade; China mobile number usage rate of around students and the network call ratio. According to the result of the investigation, this article puts forward 5 suggestions and policies from the perspective of the China Mobile that increase the intensity of preferential expand the campus group net; optimize the quality of communication, to improve broadband; improve service quality, promote the complaint management; subdivide customer types, rich marketing way; do a good job of integrity marketing, set up a good social image.And hope to provide some reference and valuable suggestions for the Yangzhou China mobile.