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In 21st century, with the rapid development of communications technology and network, the marketing information is enlarged from area limited to global field which gives a great impact on customer loyalty and makes enterprise attach high importance to customer loyalty.With the bring the highest level of importance that competition in maintenance outsourcing filed getting more and more furious, contractors should have clear idea of current customer loyalty in order to maintain and create profits. Besides the service quality, the key factors for customer to adjust the service of enterprise, include purchase cost, switching cost, customer value, customer satisfaction which are the main factors also. The research bases on questionnaire analysis from Shenzhen telecom operators, demonstrates customer loyalty of contractor enterprise.Based on a great deal of literature, the research puts forward the factors which affect the customer loyalty of contractor enterprise and establishes the appraisal index system and model. The thesis analyzes the data from questionnaire by software SPSS 17.0 and Amoss7.0 and presents the suggestions to improve the customer loyalty, which provide the referential model to contractor enterprises.The main conclusions as below: (1) According to the characteristics and development of the telecommunications maintenance outsourcing industry, this article has set up a modeling on customer loyalty, furthermore it discussed the functions between the purchase cost, service quality, switching cost, customer value, customer satisfaction and customer loyalty, which 8 of 13 assuming has been passed and supported by empirical evidence. (2) Among total effects of the cause variablees to customer loyalty the greatest is service quality’s 0.53, then switching cost’s 0.47, customer satisfaction’s 0.44, and customer value’s 0.37.
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