Gy Network Client Satisfaction Improvement Study

In 2010, China's mobile communication industry has shown a steady development of good posture, the scale of the industry continues to expand and the industry structure is optimized ceaselessly. At the same time,the market is more competitive ,so the transformation to service-oriented for all operators must be inevitable. For the three major operators,the quality and operation of the network system is a key factor for competence.After the earthquake of 2008,the complaint about the network of Sichuan mobile is in severe situation,and the network satisfaction continues to decline, so it is important and also a long way to enhance the complaint management.As a division of medium-sized Sichuan companies, the GY has show law satisfaction of middle level based on the data in recent years,and the rise range of the satisfaction is limited.Based on this , according to the customer research of GY network, this article discussed how to enhance customer satisfaction of the quality of mobile communication network.Based on the customer satisfaction model and related customer satisfaction theory ,this research combines with the analysis of GY's network complaints ,we put forward a theoretical model,which contains five secondary indicators as the coverage of the network,calls,SMS,Internet,MMS.The study takes GY as the research object,in reference to existing empirical studies scale,we design a questionnaire for this study and by use of online survey and offline survey collected 1200 valid questionnaire,from which data are extracted for the next study-statistical analysis,including descriptive statistical analysis,satisfaction analysis,regression analysis and satisfaction matrix analysis. It proposes the corresponding improvement countermeasures to meet customer demand by shortenning the gap between the quality of the network the customer perceived and his expectation,to improve the satisfaction of the customer about the quality of network,and ultimately to achieve the purpose to promote customer loyalty ,and so bring China Mobile objective economic benefits,and ensure its leadership in the communications market .By study, it was found that: 1.The customer most concerne about the coverage of network, and most dissatisfy with the quality of the network. 2. Among the satisfaction of the business, Calls and SMS have got the highest satisfaction, satisfaction of MMS and network is very low.3. The satisfaction of each business combination shows downward trend with the increase of business. 4.The coverage has the greatest impact on satisfaction with the network of the business combination, at the same time, as the business combination increases, coverage have greatly impact on the overall satisfaction.5. In order to raise the network satisfaction,it should give priority to coverage , the speed of the network and other indicators to improve when improving the quality of the network.