The Research Of Competitiveness Of Telecom Operator Based On Customer Value Innovation

With the development and reform of the telecommunications industry, in particularthe arrival of3G era, telecommunication industry faces a great changes of competitiveenvironment and competitive patterns. Competition between telecom operators becomemore and more intense, and the telecom operators face more severe challenge.3Gbusiness development broke the original competitive situation of the telecom operators.Triple play led to the intensification of the operators’ user services. Competition forcustomer resources has become the core competition in3G era for telecom operators.Therefore, this paper proceeds from the perspective of customer value to study theimpact of telecommunications competitiveness factors, grasp the fundamental reasonwhy customers will choose the telecom operator, create and innovate values forcustomers. Help the telecom operators improve customer retention and new rates, andprovide truly valuable guidance for enhancing the future competitiveness.With the background of the theory of competitive, customer value and innovationtheory, this paper researches the relationship between telecom customers value andtelecom operators competitiveness. Establish the competitive system of telecomoperators based on customer value innovation, and empirical research, then drawncompetitive evaluation model based on customer value. After that, the thesis evaluatethree telecom operators’ competitive situation based on the survey data, and put forwardthe recommendations to enhance competitiveness for telecom operators.Firstly, based on the theoretical analysis, the paper summarize the concept of firmcompetitiveness, customer value and innovation, and analyze the measure dimensionsof customer value and innovation exploratory, especially research the telecom operator’scustomer value measure index as complement.Secondly, survey the three telecom operators’ competitiveness by questionnaire,and use SPSS to analyze the survey data by exploratory factor analysis (EFA), thenestablish the competitive model based on customer value innovation.Finally, invite some telecom industry experts to participate in the survey, andcalculate the weight of each indicator combined with Analytic Hierarchy Process (AHP), then result with the competitive evaluation model based on customer value innovation.Based on the research data and using this model, the purpose of my paper is to evaluatethe competitive situation of the three telecom operators, and propose somecountermeasures to enhance competitiveness through innovating customer value under3G era for telecom operators.