On The Telecommunication Industry Customer Satisfaction Measurement System And The Realization Of System

The telecommunication industry customer satisfaction evaluation has beenwidely used and has become an important issue in the telecom marketing management.In service industry, telecom operators, in addition to providing customer neededservices, provide more valuable services to attract customers effectively. Thecustomer satisfaction survey based on customer needs is the important way tounderstand the customer service quality and service gap, especially in face oftelecommunication competition period after the reorganization, customer satisfactionstatus will become a key factor to affect customer stability. When in the situation ofgrowing homogenization, the low customer perception and satisfaction will becomeimportant factors to restrict the competitiveness of the telecom enterprises.In view of the above analysis, this paper, stating from the more accuratelyproceeding of the customer satisfaction evaluation, discussed the reasonableevaluation application model, designed the index system for the telecommunicationsindustry and set the implementation method of the system based on the characteristicand developing tendency of telecom industry, and at last, did some empirical analysis.The author hopes it could provide some references to the domestictelecommunications industry for implementing effective customer satisfactionevaluation. The total paper is divided into six chapters: the first chapter is theintroduction part. The research background and research status at home and abroadare firstly analyzed in this chapter, and the research significance is clarified, and therelated literature are reviewed and commented, and then the author proposed theresearch ideas and framework. The second chapter clarified the theoretical basis andmain method in the customer satisfaction evaluation, and TCSI customer satisfactionevaluation model based on the ACSI and ECSI models aimed at China telecomindustry, and TCSI has obtained the spread widely application at home and abroad,The other different carrier system with its own characteristics have effective evolution.The third chapter does some comparative analysis in view of the current customersatisfaction evaluation index system, and form an initial construction based ontelecommunications industry innovation customer satisfaction evaluation framework.In the fourth chapter, based on the customer satisfaction theory and the mainstreamsystem realization method, the author establishes the SEM model which is most suitable for the customer satisfaction evaluation mode, and through the AMOS torealize the LISREL which can be more effectively for the telecommunicationsindustry customer satisfaction survey. The fifth chapter carries on the empiricalanalysis, according to a telecommunication enterprise customer satisfactionevaluation example, put forward effective suggestions on customer satisfactionmeasurement application. The sixth chapter is the summarization of main conclusionsin this paper, and details needed to be further researched in the future are put forward.