Research On Customer Satisfaction Of China Mobile Shaoyang Branch

A series of restructuringof telecom industry in2008breaks the monopoly patternof China Mobile and China Unicom in Mobile Communications Market, forming TheThree Kingdoms tripartite confrontation situation of new telecommunications, newmobile and China Unicom. With the mark of3G opening3G licences in2009, threecomparable communication common carrier compete fiercely, Customer’sexpectations is greatly increased, the process of business service is more complex, thegap between the network quality become narrower, The product is morehomogenized, and the lead stress of maintaining and consolidating the customersatisfaction and loyalty raise increasingly. Therefore, When the market status ofregion synchronized and t market share of region equalized, to establish and maintaina long-term good relations of cooperation With customers, to won the customer trustand meet customer requirements, enterprises should focus on the new and oldcustomers, all embark from the customer and to maintain the market leading position.From the meaning of customer satisfaction and customer loyalty, the study of theinfluence of enterprise performance, promoting strategy and improving marketcompetitiveness has important theoretical and practical significance.According to the investigation data of China Mobile Shaoyang branch customersatisfaction, in conclusion of the present customer satisfaction and loyalty andanalysis of problems, this paper proposed the specific implementation process ofpromotion strategy of China Mobile Shaoyang branch customer satisfaction andcustomer loyalty. Firstly, this paper introduces the related theory of customersatisfaction. Secondly, it summarizes the basic situation of company and basic contentof survey, introduces the specific content of research and implement process. Thirdly,according to the relevant management theory, this paper combining with theinvestigation results of China Mobile Shaoyang branch customer satisfaction carriedon the overall quality and each component analysis of the status quo and summed upthe problems in the company’s existing customer satisfaction. Last but not least, itputs forward the general idea and its related strategies to improve China MobileShaoyang branch customer satisfaction.This paper study the customer satisfaction of China Mobile Shaoyang branch in asystematic and comprehensive way, and try to provide the effective improvementmeasures for the development of China Mobile Shaoyang branch customer satisfaction in terms of the network quality, packages, business hall, and new businesspromotion and complaint handling, etc.