Research On Customer Satisfaction Evaluation And Improvement Strategies Of Mobile Home Wide In YZ City

2016-2020 is not only the optimization and upgrading stage of the national "broadband China" strategy,but also an important stage of the development of broadband network optimization and technological evolution,broadband network service quality,application level and broadband industry support capacity.YZ city mobile is the largest local communication operator,after China mobile acquired tietong company,YZ city mobile is trying its best to enter the broadband market.However,with the expansion of broadband customer scale,problems such as insufficient experience,unclear process and poor customer service experience of YZ mobile in broadband business are gradually exposed.Therefore,it is of great significance to evaluate the customer satisfaction of YZ mobile home wide service and take targeted improvement measures.The main content of this paper includes the following aspects: first,the theory of customer satisfaction is introduced.Through the analysis and summary of domestic and foreign models,the evaluation model of customer satisfaction in the United States is selected as the reference model of this study.Secondly,this paper analyzes the market and customer characteristics of mobile home broadband service in YZ city,and puts forward the problems facing the customer satisfaction of mobile home broadband in YZ city based on the current situation of broadband customer satisfaction.Thirdly,the customer satisfaction evaluation index system of mobile home width in YZ city is constructed.The weights of relevant indexes are determined by analytic hierarchy process,and the customer satisfaction evaluation model of mobile home width in YZ city is established.Through the questionnaire method,the satisfaction evaluation results are quantified,and the problems and their root causes are clarified from the four dimensions of product fees,installation and maintenance services,network quality and complaint handling.Finally,according to the evaluation and analysis results,put forward targeted measures and Suggestions to improve customer satisfaction.This paper hopes to put forward targeted improvement measures through the research on customer satisfaction of YZ mobile,so as to promote the development of jiaguan business and effectively enhance the competitiveness of the enterprise.