| With the deepening of economic restructuring, post and telecommunications sector monopolistic situation in the domestic telecom market started to change. In recent years, China's telecom industry reform efforts to the management of large, after a China Unicom was established in 1994 to break the monopoly, the Post and Telecommunications sub-camp of 1998, the 1999 spin-off of mobile and paging, the separation of enterprise from 2000 After decades of monopoly operating history with the Chinese telecommunications industry, has been gradually transformed into multiple independent market players of the competitive industry, embarked on a market-based milestone.Telecom companies are important customers of the Group's income and source of profits. As the Group's customers leave or stay, the phone bill by and by, the performance of the telecommunications business is a significant constraint, Therefore, each operator will compete for corporate clients as the focus of competition. Therefore, through market research, China Unicom Group to identify key constraints customer satisfaction, can improve the development of the initiative group of customers, improve marketing and cost analysis capability to ensure that the development of the quality of corporate clients.This study systematically analyzed Unicom Group, the theory of customer satisfaction, build Unicom Group, the theoretical framework of customer satisfaction model, customer satisfaction, restricted Unicom Group to study the factors that assumption, by Quanzhou branch of the China Unicom Group, the customer depth interviews data obtained using the SPSS statistical software, various research hypotheses. The results showed that new business processing, service hotline, corporate culture and brand awareness as the key branch of China Unicom Quanzhou constraints. In this study, four key constraints for the above made a number of constructive suggestions, and points out the deficiencies of this study and future research directions. |
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