【摘要】：當(dāng)前,國內(nèi)移動(dòng)通信運(yùn)營商之間的競爭隨著中國經(jīng)濟(jì)的發(fā)展變得日趨白熱化,中國電信運(yùn)營商企業(yè)核心能力的競爭已經(jīng)由最初的價(jià)格競爭轉(zhuǎn)變?yōu)榉⻊?wù)競爭。處在經(jīng)濟(jì)全球化的今天,要實(shí)現(xiàn)國家電信強(qiáng)國的目標(biāo),電信企業(yè)要想在將來的競爭中謀取長遠(yuǎn)發(fā)展并且走向世界,就必須提高其服務(wù)競爭能力。本文通過對(duì)新疆鐵通分公司客戶滿意度提升項(xiàng)目的研究,發(fā)現(xiàn)服務(wù)的相關(guān)問題,針對(duì)相應(yīng)的問題提出針對(duì)性的對(duì)策,以提升企業(yè)的客戶滿意度,從而提高企業(yè)的服務(wù)競爭力。 本文的研究內(nèi)容概括如下： 1、本文首先闡述了客戶滿意度對(duì)電信運(yùn)營商的重要性,并介紹了新疆鐵通分公司的一些相關(guān)背景資料。 2、闡述了客戶滿意度、電信行業(yè)的客戶、客戶服務(wù)、客戶服務(wù)滿意度以及鐵通客戶滿意度模型的一些相應(yīng)概念和影響因素,從而為下一步分析鐵通客戶滿意度打下堅(jiān)實(shí)的基礎(chǔ)。 3、通過對(duì)新疆鐵通分公司客戶滿意度提升項(xiàng)目的研究,找出影響新疆鐵通客戶滿意提升的關(guān)鍵因素,并提出相應(yīng)的解決方案,從而使企業(yè)高質(zhì)量、有效地提升客戶滿意度。 通過本文的研究,對(duì)新疆鐵通分公司存在的產(chǎn)品質(zhì)量缺陷和服務(wù)提升障礙進(jìn)行了針對(duì)性分析,為企業(yè)改進(jìn)產(chǎn)品質(zhì)量、提升服務(wù)水平、提高客戶滿意度和忠誠度提供了具備可操作性的對(duì)策。
[Abstract]:At present, the competition among domestic mobile communication operators has become increasingly hot with the development of Chinese economy, and the competition of the core competence of Chinese telecom operators has changed from the initial price competition to the service competition. In today's economic globalization, in order to achieve the goal of national telecom power, telecom enterprises must improve their service competitiveness if they want to seek long-term development and go to the world in the future competition. Through the research on the customer satisfaction improvement project of Xinjiang Tietong Branch, this paper finds out the related problems of service, and puts forward the corresponding countermeasures to improve the customer satisfaction of the enterprise, so as to improve the service competitiveness of the enterprise. The research contents of this paper are summarized as follows: 1. Firstly, this paper expounds the importance of customer satisfaction to telecom operators, and introduces some relevant background information of Xinjiang Tietong Branch. 2. Some concepts and influencing factors of customer satisfaction, telecom customers, customer service satisfaction and TieTong's customer satisfaction model are expounded. Thus for the next step analysis of Tietong customer satisfaction laid a solid foundation. 3, through the research of the customer satisfaction promotion project of Xinjiang Tietong Branch, the key factors affecting the customer satisfaction promotion of Xinjiang Tietong Company are found out, and the corresponding solutions are put forward, so that the enterprise can improve the customer satisfaction effectively and high quality. Through the research of this paper, this paper analyzes the defects of product quality and obstacles of service promotion in Xinjiang Tietong Branch, in order to improve the quality of products and improve the service level for enterprises. Improving customer satisfaction and loyalty provides maneuverable countermeasures.
【學(xué)位授予單位】：北京郵電大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類號(hào)】：F626

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