Study On Improvement Of Customers Satisfaction In HZ Unicom

As a new round of restructuring and issuance of 3G licenses completed,the transformation from "5+1"to the "three companies" have been completed at same time.Therefore,it has formed China Mobile,China Telecom and China Unicom,the three companies have become the situation of considerable strength in the network size,user size,total assets and the market situation,so" the Three Kingdoms" era appears in Telecommunications industry nowadays.The full-service carriers have led to the pattern of market is changing.The business is becoming homogenous.In this situation,the stability and maintain of this user stock become more and more important.According to the result of the statistics,the cost of establishing relationship with a new user is 5 times to maintain one old customer or even more.Faced with the furious market competing environment and the increasing expectation of the customer service,the operator's core competitiveness is not only the products,promotions and offers,but also to provide differentiated services.Thereby,this paper which is based on the theory of the Customer Relationship,aimed at the current situation and existing problems of HZ Unicom,analyses the customer satisfaction rate and the factors affected to client satisfaction rate.Though using the Model of Service Quality,this paper provides constructive suggestion regarding the improving strategy about customer satisfaction of HZ Unicom.This paper is divided into 6 chapters.Chapter One is regarding the research background and the objective of selecting this topic.Chapter Two illustrates the concept and the theory regarding the service quality and Customer Satisfaction in detail.Chapter Three,this paper introduces the service resources,server structure,the customer satisfaction of HZ Unicom.In addition,the customer satisfaction of HZ Unicom and the comparison of other competitors have been analyzing through statistics in Chapter Four,analyzing the problem about Customer Service and the reason in HZ Unicom.Finally,the last chapter provides some constructive suggestions for improving the Customer Satisfaction in HZ Unicom.