| In recent years, the business competition between the telecom operators is becoming increasingly fierce. The ARPU value decreased year by year, and profit space is narrowing. At the same time, as the telecom operators in China transit to whole business, value-added business especially data value-added service has become the operators of a new source of profit. However, the voice value-added business products of communications industry became more and more homogeneous. Therefore, if China Mobile wants to win in the competition, we must pay attention to service marketing, through upgrading the quality of service and the differentiation to build the core competitiveness in the new round.In this paper, based on the ZY mobile value-added service quality and customer satisfaction, through a series of related factors, combined with the field survey of satisfaction analysis data, analysis and research of ZY mobile value-added service quality deficiencies, and put forward a series of measures to improve the quality of the value-added service. For ZY mobile get advantage of the value-added services in market competition in the next step. At the same time, also for other mobile brother to Improve value-added services quality play a reference role. |
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