Research On Promotion Strategy Of 4G Customer Internet Satisfaction Of Quanzhou Mobile Branch

Since the issuance of 4G licenses by the end of 2013,China's telecommunications industry has experienced and is experiencing rapid changes,the market structure has also undergone significant changes.Data flow revenue has been fully beyond voice and SMS revenues,becoming the largest source of revenue for each telecommunications operators.Telecommunications industry faces great challenges and great opportunities same.Although the rapid development of telecommunication technology,telecommunication operator's operation and management model is also gradually adjusted,but the customer satisfaction as the core business strategy,is always the core strategy of telecommunications operators' market development.On the basis of customer satisfaction related theories discussed,drawing on relevant research results,this paper investigates and analyzes the Internet satisfaction of Quanzhou Mobile branch 4G customers with three methods.First of all,this paper through the fourth quarter of 2016 Quanzhou Mobile branch basic business communications business case analysis,obtained Quanzhou Mobile branch 4G Internet complaints is one of the important issues of customer network complaints,and summed up the customer 4G Internet complaints to extract pain points.Secondly,the author constructs the evaluation system and model of satisfaction of 4G Internet customers in Quanzhou,and designs the questionnaire that covers the relevant indexes of satisfaction of 4G Internet customers in Quanzhou,and uses the stratified random sampling method,through the business hall Site survey and Telephone survey,the evaluation of the work carried out,and the evaluation results were analyzed.Finally,by using the user representatives and employees on behalf of the interview method,as a means of monitoring to investigate the impact of Quanzhou Mobile branch 4G customers Internet satisfaction factors.Through the research,this paper analyzes the factors that affect the satisfaction of Quanzhou Mobile branch 4G customers.There are two major aspects.First,the network quality problems,including network coverage,network failure,network capacity problems three main reasons.Second,the quality of service issues,including the network publicity and customer guidance is not in place,the business efficiency is low,the complaint management capacity is weak,4G package promotion is not enough four factors.On the basis of this,combined with the actual situation of Quanzhou Mobile branch,this paper puts forward the suggestions and improvement measures of seven satisfaction activities of Quanzhou Mobile branch 4G customers from the aspects of network quality and service quality.The research results of this paper not only enriched the research on customer satisfaction,but also put forward the evaluation model and promotion strategy of Quanzhou Mobile branch 4G customers Internet satisfaction.For Quanzhou Mobile branch to enhance the 4G customers Internet satisfaction index provides a theoretical basis and enhance the strategy.