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Research on Empirical of Customer Satisfaction for Electronic Channels of Guangdong Mobile

Author: YanKaiGe
Tutor: YeFei;YangJun
School: South China University of Technology
Course: Industrial Engineering
Keywords: Guangdong Mobile Electronic Channels Customer Satisfaction Empirical Study
CLC: F626
Type: Master's thesis
Year: 2011
Downloads: 121
Quote: 0
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Abstract


This thesis describes the theory of electronic channels at home and abroad and the literature review as a starting point to empirical research as a means of mobile operators in the implementation of sophisticated services trend, combined with the actual, full analysis, X mobile operators to grasp the situation and the implementation of electronic channels refinement of the key points where services, electronic channels based on customer perception of its lack of linkage in-depth monitoring of mining, the establishment of the appropriate model, a strong targeted optimization.It is of vital value to instruct a kind of satisfactory model which fits the characters of Chinese telecommunication companies in order to evalue customer satisfaction and give methods to improve it. Nowadays, the analysis on customer satisfaction of Chinese telecommunication companies rarely based on instructing a model to study. So this paper focuses on customer satisfaction, and trying to set up a model on customer satisfaction index. I try to prove the influence of the facts in the model through model study, and provide the management with the methods to improve customer satisfaction index, and then realize the objects of management.The significance of this thesis, one can effectively reduce the cost of doing business on the other hand can improve the customer experience, improve customer satisfaction. The paper on these issues the preliminary findings can be used as a reference operator, which is currently in transition in China’s telecommunications industry has a certain practical significance.

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CLC: > Economic > Posts and Telecommunications economic > Telecommunications > Telecommunications business organization and management
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