Research On The Improvement Of Customer Service Quality Of CF Unicom

With the rapid growth of information consumption and the growing maturity of China's telecommunications industry,the competition in the communications industry has become increasingly fierce,gradually forming a situation dominated by mobile,China Unicom and telecommunications operators.Although the three major operators continue to introduce various preferential policies,the customers are already familiar with the operators' routines.In the context of the homogenization of the three major operators,they no longer choose operators based on price,but pay more attention to operators.service provided.Customers are increasingly demanding quality of service during the selection process,making the three major operators more focused on providing quality services.Only after knowing their own service level and service quality,can we effectively improve the problems existing in customer service,and then improve the competitive advantage of enterprises by shaping service quality.This paper mainly studies the current status of CF Unicom's customer service quality,the causes of the problems and the measures proposed to solve the problems.After learning the theory and applied research on service quality,the author finally used the questionnaire survey method,statistical average method and expert interview method to study this topic according to the actual situation of CF Unicom customer service.In this paper,through the conversion of the SERVPERF model original scale and subsequent evaluation of the evaluation scale with expert interviews,the index system suitable for CF Unicom customer evaluation is finally designed.The data collected by the initial questionnaire was analyzed by SPSS 20.0 software.Through the reliability and validity analysis of the evaluation scale,the CF Unicom customer service quality evaluation scale was finally formed.After designing the weight of each indicator,this paper comprehensively evaluates the service quality of CF China Unicom at this stage,and finds that the guarantee,responsiveness and reliability dimensions are higher,and the tangible and empathic scores are lower.The tangible and empathic two-dimensional scores are lower,indicating that CF Unicom can increase the service quality in a larger space.The company should actively rectify these two aspects,which can effectively improve CF China Unicom customer service.Based on the survey interviews with customers and front-line employees,the problems of CF Unicom customer service quality are obtained.Through detailed analysis of the existing problems,and to develop a service quality improvement program in line with CF China Unicom.Finally,from three aspects of human resources,capital guarantee and technology guarantee,the paper puts forward practical and feasible safeguard measures to ensure that the improvement scheme of customer service quality of CF Unicom can be implemented and the purpose of improving customer service quality is achieved.