Research On Customer Satisfaction Measurement And Optimization Strategy Of H Company Broadband Business

In recent years,with the enhancement of China’s economic strength and the rapid development of the Internet,China attaches great importance to the transformation and upgrading of broadband work,and carries out related tasks from the perspective of national strategy.And in the face of the new situation,can actively advocate the corresponding reform.Under the basic requirements of "double G and double lift",it can further improve the broadband network speed and reduce the corresponding cost.China has successfully entered a new course in the development of Internet broadband,and in this process,in order to better attract customers and enhance the core competitiveness,the three major operators are also constantly carrying out related research and investigation on customer satisfaction.So this article in the writing of the specific process to move China H as a specific case for investigation and analysis,to determine the current in the process of the development of the Internet broadband,customers satisfaction response and related,and the problems faced by better able to provide data support for the development of the company as well as the theoretical basis,effectively solve the problems of the customer,achieve the goal of improving customer loyalty,and at the same time,also hope this research can provide certain theory reference value for other industry.Based on satisfaction of the study,the first is a large amount of actual investigation,fully understand the development of China’s mobile Internet broadband H company,and gathered a large number of customer feedback,as the basis,related to the degree of satisfaction theory model is constructed,and the further development of test indicators,in order to better the specific analysis of customer satisfaction.In this thesis,the degree of satisfaction is divided into five secondary indicators and 14 tertiary indicators.Not only that,this thesis can also actively use SPSS22.0 to process and analyze the relevant questionnaire data,making the survey results real and effective,and has a certain practical value.Finally,the conclusion of this thesis is that China Mobile Company H can improve its quality and image well.However,there are still many deficiencies,which need to be improved in many aspects.This thesis also from the product quality,perceived value,service perception,corporate image,customer complaints and other aspects of specific suggestions.