Changsha Mobile Communications Company Customer Satisfaction Improvement Of Network Quality

The customer is the basis of enterprise survival and development. The profit source of enterprises is not only to attract customers, more important is to maintain the customer, keep customer, and the key to achieving this goal is to make customer satisfaction, increase customer satisfaction, to achieve the expectations of customers, customer loyalty will be improved, so as to create customer loyalty, enterprises customer lifetime value.With the continuous development of China’s mobile communication market, the communication industry after the reorganization of a situation of tripartite confrontation pattern formation, communication market shift from a buyer’s market to a seller’s market. Operators are facing increasingly fierce competition. The market competition has from the pure price competition, technology competition into service, price and business innovation competition, enterprises begin to realize to strengthen the concerns of customers, improve customer satisfaction and loyalty in order to attract and retain customers. China Mobile must strengthen and improve their comprehensive competitiveness to adapt to new situation. While there are many factors affecting customer satisfaction, the author based on the current areas of work, choose only quality mobile communication network satisfaction factors related investigation analysis.Based on the model of customer satisfaction and customer satisfaction under the guidance of the theory, combined with the Changsha mobile network complaints analysis, the author put forward the theoretical model of the paper.The model includes seven level indicators which are signal coverage, telephone making capacity, information, mobile Internet speed and stability, customer service, call quality, phone quality.The research has taken Changsha mobile company as demonstration object of study, has designed the satisfaction questionnaire, and adopt the telephone network communication quality satisfaction investigation. Through statistical analysis of survey data, including descriptive statistics, satisfaction analysis, hierarchical analysis to identify the major factors arousing Changsha mobile communications network mass degree of satisfaction coming down are that network coverage and mobile internet access. Targeted put forward corresponding improvement strategy to meet customer demand, improve customer satisfaction of the quality of network.