A Study On The Strategies Of Improving The Customer Satisfaction With Bestone

With the development of travel business service industry, more and more enterprises enter this field. Having the advantages of network communication platform, China Telecom launched travel business service what we called Besttone in 2006. Under fierce competition circumstances today, it is a focus aim for enterprises to provide differentiated business services for the customers. The business service performance evaluation has also become central issue in this industry. The trend of business services market development ultimately depends on the customer’s choice.In this thesis, it has been built for a basic customer’s satisfaction driven business framework which is based on the characteristics of the service platform, service object,service content and service level, etc. The theory, the model, the data, the method, the application research methods are also followed in the paper. In the mean time, the author concludes the source of customer’s satisfaction and analyzes the links between service quality and customer satisfaction of business travel service.The structural feature has been analyzed in detail about SCSB、ACSI、ECSI and CCSI in this thesis, several enlightenments to build business services of CSI are proposed. To construct the CSI model of business travel service, the author studies the potential variable customer business service satisfaction selection, structural relationships and the corresponding establishment of measurable variables. Customer satisfaction index model is proposed to suit for China’s domestic travel service market, through in-depth study of the structural relationship and establishment of latent variable selection, latent variable of the model, building variable corresponding measurable variable.Through study of the Jiangsu Besttone 2013 travel service users’ activities and analyzing user’s satisfaction data, author builds the construct model from a practical point of view, puts forward the key factors which has the practical significance of enhancing in the present stage,proposes evaluation conclusion for the Bestone business services in the future. Regardless the lack of relevant theoretical research system in domestic, the author introduces customer satisfaction related methods to perform evaluation of business travel service, and then provides ability evaluation from the customer satisfaction’s perspective. The proposed has been tested in reality and has positive effect on service promotion.