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Research On Mobile Phone Customer Satisfaction Comprehensive Assessment System

Posted on:2013-11-10Degree:MasterType:Thesis
Country:ChinaCandidate:C LiuFull Text:PDF
GTID:2247330371477003Subject:Statistics
Abstract/Summary:PDF Full Text Request
With the development of the communication industry, Mobile phone as a means of the communication, is becoming more and more popular. The great Mobile phone market potential makes more enterprises join the ranks of mobile phone production. The severe competition makes the mobile phone manufacturers realize that" the customer is god". Customer satisfaction is a necessary condition for having more customers, so the company should adhere to the basic principles. Quantification of customer satisfaction and Research on Mobile Phone Customer Satisfaction Comprehensive Assessment System has been the focus of the company. Research on Mobile Phone Customer Satisfaction Comprehensive Assessment System makes the mobile phone manufacturers and customers closer together. For the customer, it reflects the voice of the customer, can effectively express the various needs of customers. For the company, one the one hand, the company can understand the market demand and improvement mobile phone products so that the customers will more like them. On the other hand, Research on Mobile Phone Customer Satisfaction Comprehensive Assessment System makes the company understand the competition advantage of the Competitor. It lays the foundation for market share. For the mobile phone industry, Research on Mobile Phone Customer Satisfaction Comprehensive Assessment System is the important tool for monitoring market. It has important significance.The first chapter of this thesis first introduces the research background, research significance, and the research train of thought and innovation. In the second chapter, on the basis of reading lots of related information and Literature, the article comments on classification of customer, the meaning and significance of customer satisfaction, and introduces the domestic and international customer satisfaction model. The third chapter analyzes China’s mobile phone market. By Game analysis of Customer satisfaction, the article points out the necessity to construct the Mobile Phone Customer Satisfaction Comprehensive Assessment System. The fourth chapter focuses on the construction of the mobile phone customer satisfaction evaluation index system, and use the method of fuzzy mathematics to evaluate the mobile phone customer satisfaction. Firstly points out that the construction of index system of customer satisfaction and the components of the mobile phone. Use the Likert scale to quantitative the index. Then use different weight determination method for different levels of index. The fourth index is directly facing customers, is used customer weighting method to determine the weight. The second and third index are used Analytic Hierarchy Process to determine the weight. Finally, use the method of fuzzy mathematics to evaluate the mobile phone customer satisfaction. The fifth chapter evaluates a domestic mobile phone customer satisfaction, and gives some policy suggestions for the development of domestic mobile phone enterprises. In the sixth chapter, the paper summarizes the views, points out the limitations and future research directions.The present study is essentially the theory of customer satisfaction and several mature system comprehensive evaluation method in the evaluation of customer satisfaction of mobile phone application. Through the construction of the customer satisfaction evaluation index system of mobile phone and using fuzzy comprehensive evaluation of mobile phone customer satisfaction, the enterprises are helped to understand the advantages and disadvantages of mobile phone products. The products are improved to make customers more satisfied. It has high practical value.
Keywords/Search Tags:Customer satisfaction, Game analysis, Fuzzy comprehensiveevaluation
PDF Full Text Request
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