The Research Of Service Quality Management Of Mobile Communication Industry In The Perspective Of Customer Satisfaction

In recent years, China mobile communication industry achieved rapid development, the competition is becoming more intense. The competitions not only exist among three domestic corporations, with the opening of the telecommunications industry, foreign corporations will also be gradually joined in. All the mobile communication corporations must face the problem of how to win the market. Service quality management is the core of the service economy. Providing high quality service is an important method to obtain competitive advantage and customer satisfaction.In this paper, the author builds a customer satisfaction index model for mobile communication industry according to the characteristics of China's mobile communications market, based on the theories of service quality and customer satisfaction. the topic under research take JiangSu Mobile SuZhou branch as research object, make an empirical analysis of service quality and customer satisfaction. Use Statistical analysis software SPSS18.0 to analysis the sample data; Use Structural equation model analysis software AMOS7.0 to verify the customer satisfaction model. Estimate the average points of customer satisfaction index in SuZhou Mobile based on research conclusions. Finally, the topic under research gives some advices to mobile corporations for how to manage the service quality and improve customer satisfaction which has practical significance.