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The TTSH Branch Customer Satisfaction Research

Author: HuangRui
Tutor: ChenChaoYang
School: Hebei University of Technology
Course: Business Administration
Keywords: tietong customer satisfaction strategy
CLC: F274
Type: Master's thesis
Year: 2012
Downloads: 17
Quote: 0
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Significant impact of the price war in the industry restructuring of China’stelecommunications industry and telecom operators on the generation of China’stelecommunications market environment, various telecom companies face unprecedentedchallenges, with the intensification of market competition and the advent of the whole business,the future of telecom operators to face greater market pressure and competition in the market.Telecommunications enterprises to explore the potential customer needs, to track changes incustomer demand, customer satisfaction grasp, understand telecommunications users are notsatisfied with the degree of reason and the key factors affecting customer satisfaction, and helptelecommunications companies to improve service. Telecom companies by understanding theirown user satisfaction with the company’s products or services, for enterprises to enhance theirmanagement and product quality of action and specific measures to enhance the marketcompetitiveness of enterprises, businesses stand out from the many competitors. Enhancesatisfaction telecom operators must choose. Customer satisfaction will be directly affected andabout the customer’s behavior is ultimately reflected in the change of the economic efficiency ofenterprises. Increasing the customer satisfaction is an inevitable requirement for the developmentof telecom operators, and also improves the inevitable trend of development of China’stelecommunications industry.In this paper, on the basis of introduce the background of the development of thetelecommunications industry, introduced the theory of customer satisfaction, and combined withthe characteristics of the telecommunications businesses of telecommunications enterprises toimplement the importance of customer satisfaction. Service analysis of the company’s currentsituation and problems, to find by CTTSH Company, for example, draw the main factorsaffecting customer satisfaction, effective strategies and measures to enhance customersatisfaction. New development strategy and provide direction for the telecommunicationsenterprise quality improvement program developed for telecom companies, telecom enterprisesto enhance the market competitiveness and profitability.

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