Research On Influence Factors Of Customer Satisfaction Of Young Group In Quanzhou Telecom

In the mobile Internet era,the market share of the three major telecom operators will be redistributed,and the market structure will be re positioned.In the group of young users outstanding personality bright,large capacity,high degree of market cultivation,growth potential and other characteristics,has always been the three operators as an important target market in the target market investment is often greater than the other target market.This research takes Quanzhou Telecom Branch as the object of study.The reasons for the poor overall satisfaction of the young group customers in the company are analyzed.The customer satisfaction theory as the cornerstone of the constructed model,research model of factors affecting the construction of Quanzhou Telecom Group of young customer satisfaction,and to Quanzhou Telecom Group of young customers as the research object,collecting empirical data and empirical analysis.Based on the literature review,combined with the characteristics of Quanzhou Telecom young customer groups,made the following assumptions: that the customer group of Quanzhou branch of China Telecom corporate image,product quality,service quality,cost factors,relationship quality and perceived evaluation of new business,will affect their satisfaction.Through empirical findings,in addition to the impact of tariff factors of Quanzhou branch of China Telecom Group of young customer satisfaction is not significant,the other five variables have the positive impact on customer satisfaction,and the five variables on the impact of Quanzhou Telecom Group of young customer satisfaction from strong to weak is: the quality of the product(standard beta 2=0.411)corporate image(standard beta 1=0.235),relationship quality(standard beta 5=0.141),quality of service(standard beta 3=0.123),new business perception(standard beta 6=0.107).The Quanzhou branch of China Telecom in the development process of the follow-up operation,aimed at young group customer market may be appropriate to reduce the tariff in the aspects of investment,focus on improving productquality and corporate image,and focus on relationship quality,service quality and perception of new business.Through empirical research,that Quanzhou Telecom to improve customer satisfaction by young people with the following points: firstly,Quanzhou Telecom should especially pay attention to the construction of communication quality,network coverage and network connection rate,improve the network coverage of poor problem as soon as possible.Second,Quanzhou Telecom can improve its corporate image by strengthening the style change of the business hall and carrying out the management of the store manager.Thirdly,Quanzhou Telecom can improve its service quality by strengthening service,training and optimizing business process.Fourth,Quanzhou Telecom can use the Internet to build channels for timely communication and sharing with young groups of customers,thereby providing a sense of the quality of relationship among young group customers.Fifth,Quanzhou Telecom can be optimized for new business and innovation,to meet the customer group demand,and improve the satisfaction.