RZ移动4G网络质量客户满意度提升策略研究

发布时间：2018-02-12 00:25

本文关键词： 网络质量客户满意度中国移动 4G　出处：《青岛科技大学》2017年硕士论文　论文类型：学位论文

【摘要】：近年来,通信行业的外部环境正发生着深刻的变化,企业之间的竞争也愈发激烈,2008年的电信行业重组,使电信、移动和联通开始进入“三足鼎立”的格局,三家运营商都在不断增加资源投入,同时也加大了客户争夺的力度,而追求客户满意度则是争夺客户的关键。特别是4G时代的到来,网络质量感知受到了客户越来越多的关注。本文以RZ移动为研究对象,通过借鉴国内外的客户满意度评价方法,结合RZ移动的实际进行研究。首先,通过ABC分析法对SD移动的4G网络质量投诉进行分析,初步确定影响4G网络质量客户满意度的主要因素是信号覆盖、通话质量和手机上网,通过德尔菲法和层次分析法构建4G网络质量影响因素的指标体系;其次,通过电话外呼满意度测评,找出RZ移动4G网络质量客户满意度存在的问题;最后,针对存在的问题,提出弱覆盖、VOLTE语音质量、有线互联网质量、重复投诉区域网络质量、第三方代维单位管理等方面的直接提升措施,此外,还提出通过组织机构调整、加强投诉管理、开展网络宣传和设立网络服务经理等一系列的辅助措施,以有效提升4G网络质量客户满意度。希望通过本文的研究,有助于RZ移动通过提升4G网络质量满意度来巩固市场地位,同时亦对其它通信企业4G网络质量客户满意度的提升有一定参考意义。
[Abstract]:In recent years, the external environment of the communication industry is undergoing profound changes, and the competition among enterprises is becoming more and more intense. In 2008, the reorganization of the telecommunications industry made telecommunications, mobile and Unicom begin to enter the "three legs" pattern. All three operators are increasing their resources and increasing the intensity of customer competition, and the pursuit of customer satisfaction is the key to competing for customers, especially with the arrival of the 4G era. Network quality perception has been paid more and more attention to by customers. This paper takes RZ Mobile as the research object, by using the domestic and foreign customer satisfaction evaluation methods, combined with the actual RZ mobile research. Through the analysis of 4G network quality complaints of SD Mobile by ABC analysis, it is preliminarily determined that the main factors affecting customer satisfaction of 4G network quality are signal coverage, call quality and mobile phone surfing. Through Delphi method and analytic hierarchy process to construct the 4G network quality impact factors index system; secondly, through the telephone call satisfaction evaluation, to find out the RZ mobile 4G network quality customer satisfaction problems; finally, in view of the existing problems, Put forward direct promotion measures in the aspects of voice quality of weak overlay VoLTE, quality of wired Internet, quality of repeated complaints area network, management of third-party maintenance units, etc. In addition, it also proposes to strengthen the management of complaints through the adjustment of organization and organization. In order to improve customer satisfaction of 4G network quality effectively, it is hoped that RZ Mobile will help RZ Mobile consolidate its market position by promoting 4G network quality satisfaction through the research of this paper. At the same time, it has some reference significance for other communication enterprises to improve customer satisfaction of 4G network quality.
【学位授予单位】：青岛科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F626;F274

【参考文献】