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The Strategy Research Of Customer Satisfaction Of Operators In The Background Of Mobile Internet

Posted on:2016-11-02Degree:MasterType:Thesis
Country:ChinaCandidate:J HuangFull Text:PDF
GTID:2309330503952246Subject:Business administration
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With the rapid development of the mobile Internet, the competition situation of three mobile operators, China Mobile and China Telecom, China Mobile and China Unicom have changed, the demands of customer are higher and higher at the many aspects, such as Internet speed, product quality, price charges, terminal quality and so on, customer service also need to change and make the new strategy and solutions to ensure the leading industry position.According to the American classic customer satisfaction evaluation model(ASCI model), combined with the characteristics of the era of mobile Internet users, make a structure of the mobile operator’s customer satisfaction evaluation index system and evaluation model which is based on mobile Internet, and takes C Mobile Corporation as an example, through in-depth analysis and empirical research, by a considerable number of customer survey, found that the overall customer satisfaction is ahead of the competition, but the mobile network satisfaction advantage of three consecutive years showed a downward trend and lead in the narrow, tariff satisfaction decreased, satisfaction of the terminal is in normal level, the new business need to be improved satisfaction degree, satisfaction in high-traffic customer and the city area still need to continue to be enhanced.On the basis of this analysis, we propose a strategy to enhance customer satisfaction under the mobile Internet era, the first is to improve the quality of the network(voice network and data network) continuously, and should pay more attention in the aspects, such as traffic pricing level, the product quality, competitors and provide more services ways. And then take the actual case to analyze every aspect of the need to improve, and plan the implementation method and the implementation schedule of each strategy.Customer satisfaction evaluation can fully reflect the evaluation of the operators in the mobile Internet era, and can provide more valuable reference for the development of the network, terminal management, product development, pricing, service and so on. Therefore, it is especially important for mobile operators to improve the customer satisfaction strategy, and to improve the internal and external customer satisfaction.
Keywords/Search Tags:Mobile internet, Customer satisfaction, Customer satisfaction evaluation model, Network quality, Traffic pricing, Product quality, Molibe internet service ability
PDF Full Text Request
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