Based On Customer Satisfaction Broadband Installation Services To Enhance Dimensional Shift

In recent years,with the full-service telecom era,the market demand patternschange fundamentally,not only the revolution of technology,but also operatingphilosophy and business model revolution.With the continuous expansion of China’stelecom market, the problem of telecom services has become increasingly serious,Improve quality of telecom services is becoming one of the key issues for the telecomcompanies．Looking ahead, competition will change network competition to servicecompetition, but the core of competition is the service and customer.So how to improvecustomer satisfaction and loyalty, enhance customer value and other issues,unprecedented attention by the telecom companies．Currently broadband has become a driving force of China Telecom, the main driverof business growth, the development of China Telecom’s broadband business is animportant strategic choice. In order to maintain the sustainable development ofbroadband services to cope with market competition, China Telecom strengthen such asInternet bandwidth, optical fiber and other hardware facilities,at the same time, promotein the oriented customer maintenance timeliness, broadband installed timeliness.Therefore, this article exploring the Liuzhou telecom’s strategy to enhance customersatisfaction has important practical significance．This paper is divided into five parts. The first part, the article will focus on thebackground, the purpose and meaning. The second part, the article introduces the theorycustomer satisfaction, and analysis of customer satisfaction and customer loyalty, therelationship between qualities of service. The third part, the article describes thecharacteristics of services, and analyzes the drivers of customer satisfaction, for the latersurveys of customer satisfaction research foundation. Part IV, introduced the currentdomestic situation and the development of Internet, broadband and Liuzhou Telecomoverview, through call centers and questionnaire survey of Liuzhou Telecom broadbandusers satisfaction survey, while taking advantage of the survey results analyzed, andbroadband services need to improve several aspects. Part V, explain broadband customer satisfaction, enhance the general idea, and proposed improvements to enhancebroadband customer satisfaction Liuzhou Telecom’s strategy, and were made in practicalwork to improve customer satisfaction of specific measures.This paper is starting from Liuzhou Telecom’s actual situation, customersatisfaction and services based on the theory, combined with effective satisfactionsurvey methodology, and trying with the guide of the scientific theory,in the end,to seekto establish reasonable broadband service strategies.