Research On Customer Satisfaction Survey And Improvement Of China Mobile Shihezi Branch

At present,communication between people is indispensable in the communication of telephone and Wechat.Family customers occupy the largest market rate of civil communication services.Communication is the emotional link.Family customers provide huge market value and customer stickiness for telecommunication operators by virtue of their pivotal position in the communication market.With the continuous subdivision of consumer demand,household communication customers also put forward new requirements for communication products.Shihezi Mobile is one of the earliest test bases of China Mobile Group's family business.It is of great significance to carry out relevant research on Shihezi Mobile's family business.This paper combines the existing theory of customer satisfaction with the current situation of Shihezi Mobile Home Business,and constructs the customer satisfaction evaluation system of Shihezi Mobile Home Business.Firstly,this paper introduces the relevant customer satisfaction theory.Through the analysis and summary of Swedish customer satisfaction index model,American customer satisfaction index model,European customer satisfaction index model,Chinese customer satisfaction index model and telecommunication service satisfaction index model,it chooses the telecommunication service satisfaction index model as the reference model for this study.This paper studies the customer satisfaction factors related to the telecom service satisfaction index model,and finally chooses enterprise image,perceived quality,perceived value,customer satisfaction and loyalty complaints as the core factors of the study.Secondly,the actual situation of Shihezi mobile home business is analyzed.Through SOWT analysis of Shihezi mobile home business facing the internal environment,study the core aspects affecting customer satisfaction,in order to prepare for the construction of customer satisfaction index system.Finally,combined with the customer satisfaction status of Shihezi Mobile Home Business,the problems faced by Shihezi Mobile Home Business are put forward and analyzed.Finally,according to the results of the user survey,targeted measures and suggestions to improve customer satisfaction are put forward.Based on the in-depth analysis of the satisfaction degree of domestic customer service of Shihezi Branch of China Mobile,and the full-service competition environment of Shihezi telecommunication operators and the background of China Mobile's corporate responsibility in Xinjiang,this paper explores the solution to the problems and solutions of the satisfaction degree of domestic customer service of Shihezi Branch of China Mobile,which is not only conducive to China Mobile.The steady development of the family business of Shihezi Branch can also provide guidance and reference for the family customer service of other subsidiaries and other operators of China Mobile in Xinjiang.