Research On SZ Mobile Home Customer Satisfaction Enhancement Strategy

The Internet industry is developing very rapidly.Broadband is one of the foundations of the Internet.As the country liberalizes home access standards,the family broadband business has ushered in an opportunity for development.The broadband access rate of Chinese households is less than 40%.The broadband access rate in developed countries is above 80%,and the market has great potential.SZ Mobile is one of the earliest test bases for China Mobile's home broadband business.It is of great significance to carry out research on SZ mobile home broadband services.SZ Mobile's home broadband service has encountered many problems,including pre-sales,sales,after-sales,and other links,the specific performance of high customer complaints.This article takes SZ mobile as a sample,combines customer satisfaction,customer satisfaction models,customer satisfaction factors and other relevant theories,starting from the user's point of view,constructing a SZ mobile home broadband customer satisfaction model,and combining a satisfaction model to improve the survey questionnaire.After the user's investigation and analysis of the results,it proposes ideas and methods for improving user satisfaction.This article is based on the related theory of customer satisfaction,including the theory of customer satisfaction,customer satisfaction model,customer satisfaction and other factors.Firstly,related customer satisfaction theory was introduced.Through analysis of the Swedish customer satisfaction model,the US customer satisfaction model,and the European customer satisfaction model,the United States finally selected the customer satisfaction model as the reference model for this study..A study on the customer satisfaction factors related to the customer satisfaction model in the United States,and finally selected the customer's perceived price,customer perceived quality,customer perception services,customer complaints as the core factors of the study.Second,analyze the actual situation of SZ mobile home broadband.Through the "Five Forces Model",the external environment faced by SZ Mobile Home Broadband is analyzed,and the internal environment faced by SZ Mobile Home Broadband is analyzed through SOWT.Combining the current status of customer satisfaction with SZ mobile home broadband,the problems faced by SZ mobile home broadband are proposed and analyzed.Thirdly,fully integrate the relevant theory of customer satisfaction with the actual situation of SZ mobile home broadband,build a customer satisfaction index system for SZ mobile home broadband.Using Delphi's method to confirm the weight of relevant indicators,we finally obtained the customer satisfaction model of SZ mobile home broadband.Then based on the customer satisfaction model,we constructed a questionnaire survey of customer satisfaction of SZ Mobile Home Broadband.Through the user's investigation and analysis of the results,from the customer's perceived price,the customer's perception of quality,the customer's perception of the service,the customer's complaints from several aspects of analysis,to find the pain points of customer satisfaction.Finally,according to the results of the user survey,we put forward specific measures and suggestions for improving customer satisfaction.