Study On The Improvements For Customer Satisfaction With The3G Telecommunications

With the rapid development of global economic integration, mobilecommunication industry has to face an increasingly intense competitionfrom international market. After recombination and reformation in2008,China Mobile, China Telecom and China Unicom have got theall-operation right and3G right. From then on, the fierce competitiondomestic market is formed. In order to be the winner, China Mobile muststrengthen its own competitive advantages. Improving customersatisfaction is the core content for China Mobile to be the leader and tooccupy the market.The study in this thesis is started from the introduction of3G and theanalysis of the comparative advantages of the three corporations,especially the defects of3G project in China Mobile. Then we concludethat improving the customer satisfaction is the most important factor forthe development of China Mobile. After a deep research on the customersatisfaction theories, we build a satisfaction model which is suitable for China Mobile. And the satisfaction evaluation for Shanghai Mobile3Gproject is carried out in2010by adopting the model. The solving methodsfor the key problem existed in Shanghai Mobile3G project are obtainedafter the analysis of the evaluation results. Finally, based on theexperience of domestic and foreign operators, the strategy to improve thecustomer satisfaction for3G is put forward. These improvements achievesatisfied results for the operations of3G project.In short, the purpose of this study is to improve the customersatisfaction for3G project, and the improvements proposed in this paperare very important to the existence and development of Shanghai Mobile.