發(fā)布時間：2018-05-19 13:35

  本文選題：中國電信 + 政企客戶　； 參考：《湖南大學(xué)》2012年碩士論文

【摘要】：2002年岳陽電信分公司政企客戶部成立，這標(biāo)志著岳陽通信市場競爭焦點(diǎn)從以前的單一強(qiáng)調(diào)用戶發(fā)展、規(guī)模擴(kuò)張向保有與爭取高端優(yōu)質(zhì)客戶轉(zhuǎn)變。2008年我國電信業(yè)重組，電信運(yùn)營業(yè)的全業(yè)務(wù)時代降臨。中國移動、中國聯(lián)通增強(qiáng)了在政企集團(tuán)市場的話語權(quán)，同時借助個人移動通信市場的先發(fā)優(yōu)勢著力提升其在政企市場的占有率。三家通信運(yùn)營商爭相開發(fā)政企客戶市場，在用戶規(guī)模發(fā)展與市場份額搶奪上不遺余力，，政企市場競爭愈演愈烈.如何從客戶角度出發(fā)提升政企客戶服務(wù)質(zhì)量，以開發(fā)和保有新老客戶成為中國電信湖南岳陽分公司當(dāng)前重點(diǎn)工作。 本文以政企客戶服務(wù)產(chǎn)品及其服務(wù)質(zhì)量分析為基礎(chǔ)，結(jié)合岳陽電信實際狀況，對政企客戶服務(wù)質(zhì)量差距模型進(jìn)行解析，對岳陽電信的政企客戶進(jìn)行深度訪談確定服務(wù)熱點(diǎn)問題，以此為依據(jù)修訂了SERVQUAL量表的21個因子，設(shè)計調(diào)查問卷，并向200家選取的政企客戶進(jìn)行了調(diào)查。對樣本數(shù)據(jù)進(jìn)行分析后，得到政企客戶對岳陽電信的服務(wù)質(zhì)量評價。評價結(jié)果說明客戶對所調(diào)查的21個問題高度認(rèn)同，對岳陽電信的服務(wù)期望較高。而岳陽電信政企服務(wù)質(zhì)量存在諸多問題，客戶服務(wù)質(zhì)量期望與感知差值較大。基于測量結(jié)果進(jìn)一步剖析當(dāng)前政企客戶服務(wù)質(zhì)量存在的難點(diǎn)熱點(diǎn)問題，并提出針對性改進(jìn)措施。 通過上述研究，本文可采用科學(xué)的測評體系來客觀評價岳陽電信政企客戶服務(wù)狀況，準(zhǔn)確查找問題根源并對癥下藥，對提升政企客戶服務(wù)質(zhì)量的總思路與具體規(guī)劃提供參考意見。研究數(shù)據(jù)與素材均取至于實際客戶與一線員工，對于推動政企客戶服務(wù)具有實踐意義。
[Abstract]:In 2002, the government and enterprise customer department of Yueyang Telecom Branch was established, which indicates that the competition focus of Yueyang telecom market has changed from a single emphasis on user development and scale expansion to retaining and winning over high-end and high-quality customers. In 2008, China's telecommunications industry was reorganized. The whole service era of telecommunication business is coming. China Mobile and China Unicom have strengthened their voice in the government and enterprise group market, while using the first-mover advantage of the personal mobile communication market to enhance their share of the government and enterprise market. The three telecom operators scramble to develop the customer market of government and enterprise, and spare no effort in the development of user scale and market share, and the market competition between government and enterprise becomes more and more fierce. How to improve the customer service quality from the customer's point of view and to develop and retain the old and new customers has become the key work of Hunan Yueyang Branch of China Telecom. Based on the analysis of the customer service products and service quality of the government and enterprise, combined with the actual situation of Yueyang Telecom, this paper analyzes the gap model of the customer service quality between the government and the enterprise, and makes in-depth interviews with the customers of the government and enterprise of Yueyang Telecom to determine the hot issues of service. Based on this, 21 factors of SERVQUAL scale were revised, questionnaires were designed, and 200 government enterprise clients were investigated. After analyzing the sample data, we get the evaluation of the service quality of Yueyang Telecom. The evaluation results show that customers highly agree with the 21 questions investigated and expect the service of Yueyang Telecom. There are many problems in the service quality of Yueyang Telecom, and the difference between customer service quality expectation and perception is great. Based on the measurement results, this paper further analyzes the hot and difficult problems existing in the customer service quality of government and enterprises, and puts forward the corresponding improvement measures. Through the above research, this paper can use the scientific evaluation system to objectively evaluate the customer service situation of Yueyang telecom government and enterprise, find the root of the problem accurately and give the right remedy to the case. To improve the quality of government-enterprise customer service general ideas and specific planning to provide reference. Research data and materials as for actual customers and front-line staff, to promote government-enterprise customer service has practical significance.
【學(xué)位授予單位】：湖南大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F274;F626

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本文編號：1910301