Interrelationship Between Service Quality And Customer Loyalty In Telecom Company

Nowadays,service quality and customer satisfaction, customer loyalty is a hot topic of telecommunications company's quality management, which focused by all customers. For the purpose of researching this problem intensively, we checked lots of domestic related literatures. At the same time, we choose Guiyang, China Telecom subsidiary as the research sample, and researched this telecommunication enterprises times and again, and carried out the actual market research. At the base of analyzing of the research data carefully, combining of some quantitative and qualitative analysis, we research the interrelationship between Service Qualities and Customer Loyalty in Telecom Company.The main conclusion of this paper reads as follows:First, this paper describes the background of the telecommunications industry, sorts out the development thread of service quality, customer satisfaction and customer loyalty in service industry. Second, we introduce the concepts and theories of knowledge of service quality, customer satisfaction and customer loyalty in service industry, and summarize the correlation relationship among the three. For telecom industry, combining the characteristics of telecommunications services, we research the formation mechanism of telecom customer loyalty, and propose the implementation of customer relationship management which is a new management mechanism, in order to increasing customer loyalty. What's more, this paper verifies the sexual relationships between the quality of telecommunications services, customer satisfaction and customer loyalty by using structural equation model. At last, some carriers raised service quality improvement measures are proposed.The innovation of this paper as follows:First, from the increasing competition among telecommunications industries, increasingly diverse customer needs perspective, we analysis of 97 engineering systems the status of implementation and problems in the telecommunications industry, propose the implementation of customer relationship management which is a new management mechanism, and resume this is the inevitable trend of modern development.Second, in this paper, for the characteristics of telecommunications industry, we study and conclude that quality of telecommunications services composed of six dimensions, including tangible, reliability, assurance, convenience, price and service functions, which is verified by using of a structural equation model. This is an important conclusion.Third, this paper comes up with service quality improvement measures. From the perspective of full text, we conclude that this study identifies and clarifies the influence factors of service quality in Telecom, develops and designs of the customer satisfaction scale, investigates customer loyalty research methods, conform to international norms of academic research as far as possible, strengthens the scientific of the research and the reliability of conclusions , and conducive to standardize the research of service quality, customer satisfaction and customer loyalty at home.