中国电信股份有限公司岳阳分公司政企客户服务质量研究

发布时间：2018-05-19 13:35

本文选题：中国电信 + 政企客户　；参考：《湖南大学》2012年硕士论文

【摘要】：2002年岳阳电信分公司政企客户部成立，这标志着岳阳通信市场竞争焦点从以前的单一强调用户发展、规模扩张向保有与争取高端优质客户转变。2008年我国电信业重组，电信运营业的全业务时代降临。中国移动、中国联通增强了在政企集团市场的话语权，同时借助个人移动通信市场的先发优势着力提升其在政企市场的占有率。三家通信运营商争相开发政企客户市场，在用户规模发展与市场份额抢夺上不遗余力，，政企市场竞争愈演愈烈.如何从客户角度出发提升政企客户服务质量，以开发和保有新老客户成为中国电信湖南岳阳分公司当前重点工作。本文以政企客户服务产品及其服务质量分析为基础，结合岳阳电信实际状况，对政企客户服务质量差距模型进行解析，对岳阳电信的政企客户进行深度访谈确定服务热点问题，以此为依据修订了SERVQUAL量表的21个因子，设计调查问卷，并向200家选取的政企客户进行了调查。对样本数据进行分析后，得到政企客户对岳阳电信的服务质量评价。评价结果说明客户对所调查的21个问题高度认同，对岳阳电信的服务期望较高。而岳阳电信政企服务质量存在诸多问题，客户服务质量期望与感知差值较大。基于测量结果进一步剖析当前政企客户服务质量存在的难点热点问题，并提出针对性改进措施。通过上述研究，本文可采用科学的测评体系来客观评价岳阳电信政企客户服务状况，准确查找问题根源并对症下药，对提升政企客户服务质量的总思路与具体规划提供参考意见。研究数据与素材均取至于实际客户与一线员工，对于推动政企客户服务具有实践意义。
[Abstract]:In 2002, the government and enterprise customer department of Yueyang Telecom Branch was established, which indicates that the competition focus of Yueyang telecom market has changed from a single emphasis on user development and scale expansion to retaining and winning over high-end and high-quality customers. In 2008, China's telecommunications industry was reorganized. The whole service era of telecommunication business is coming. China Mobile and China Unicom have strengthened their voice in the government and enterprise group market, while using the first-mover advantage of the personal mobile communication market to enhance their share of the government and enterprise market. The three telecom operators scramble to develop the customer market of government and enterprise, and spare no effort in the development of user scale and market share, and the market competition between government and enterprise becomes more and more fierce. How to improve the customer service quality from the customer's point of view and to develop and retain the old and new customers has become the key work of Hunan Yueyang Branch of China Telecom. Based on the analysis of the customer service products and service quality of the government and enterprise, combined with the actual situation of Yueyang Telecom, this paper analyzes the gap model of the customer service quality between the government and the enterprise, and makes in-depth interviews with the customers of the government and enterprise of Yueyang Telecom to determine the hot issues of service. Based on this, 21 factors of SERVQUAL scale were revised, questionnaires were designed, and 200 government enterprise clients were investigated. After analyzing the sample data, we get the evaluation of the service quality of Yueyang Telecom. The evaluation results show that customers highly agree with the 21 questions investigated and expect the service of Yueyang Telecom. There are many problems in the service quality of Yueyang Telecom, and the difference between customer service quality expectation and perception is great. Based on the measurement results, this paper further analyzes the hot and difficult problems existing in the customer service quality of government and enterprises, and puts forward the corresponding improvement measures. Through the above research, this paper can use the scientific evaluation system to objectively evaluate the customer service situation of Yueyang telecom government and enterprise, find the root of the problem accurately and give the right remedy to the case. To improve the quality of government-enterprise customer service general ideas and specific planning to provide reference. Research data and materials as for actual customers and front-line staff, to promote government-enterprise customer service has practical significance.
【学位授予单位】：湖南大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F274;F626

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