ZY移动增值业务服务质量提升探讨

发布时间：2018-03-24 16:03

本文选题：增值业务　切入点：服务质量　出处：《四川师范大学》2012年硕士论文

【摘要】：近年来,各通信运营商之间的业务竞争日益激烈,话音ARPU值逐年下降、利润空间日益缩小。同时,随着我国电信运营商向全业务转型,增值业务特别是数据增值业务已成为运营商一项新的利润来源。但是,由于通信行业语音及增值业务产品越来越趋于同质化,因此中国移动要想在竞争中取胜,则必须重视服务营销,通过服务质量的提升以及差异化铸就新一轮的核心竞争力。本文立足ZY移动增值业务服务质量及客户满意度,通过对一系列相关因素的分析,并结合实地满意度调查的数据分析,对ZY移动增值业务服务质量存在的不足进行分析和研究,并提出增值业务服务质量提升的一系列措施。以利于ZY移动在下一步的增值业务市场竞争中取得领先优势,同时也为其他移动兄弟分公司的增值业务服务质量提升起到抛砖引玉的借鉴作用。
[Abstract]:In recent years, the service competition among the telecom operators is becoming more and more fierce, the voice ARPU value is decreasing year by year, the profit space is shrinking day by day. At the same time, as the telecom operators in our country transform to the whole service, Value-added services, especially data value-added services, have become a new source of profit for operators. However, because of the increasing homogeneity of voice and value-added services products in the communications industry, China Mobile wants to win in the competition. Then we must pay attention to service marketing, through the promotion of service quality and differentiation to create a new round of core competitiveness. Based on the service quality and customer satisfaction of ZY mobile value-added service, this paper analyzes a series of related factors, and analyzes the data of field satisfaction survey. This paper analyzes and studies the shortcomings of ZY mobile value-added service quality of service, and puts forward a series of measures to improve the service quality of value-added service, so as to facilitate ZY Mobile to gain the leading advantage in the next step of value-added service market competition. At the same time for other mobile brother branch value-added service quality to play a reference role.
【学位授予单位】：四川师范大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F626

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