基于质量管理理论的新疆铁通客户满意度项目提升研究
发布时间：2019-03-13 09:58
【摘要】：当前,国内移动通信运营商之间的竞争随着中国经济的发展变得日趋白热化,中国电信运营商企业核心能力的竞争已经由最初的价格竞争转变为服务竞争。处在经济全球化的今天,要实现国家电信强国的目标,电信企业要想在将来的竞争中谋取长远发展并且走向世界,就必须提高其服务竞争能力。本文通过对新疆铁通分公司客户满意度提升项目的研究,发现服务的相关问题,针对相应的问题提出针对性的对策,以提升企业的客户满意度,从而提高企业的服务竞争力。 本文的研究内容概括如下： 1、本文首先阐述了客户满意度对电信运营商的重要性,并介绍了新疆铁通分公司的一些相关背景资料。 2、阐述了客户满意度、电信行业的客户、客户服务、客户服务满意度以及铁通客户满意度模型的一些相应概念和影响因素,从而为下一步分析铁通客户满意度打下坚实的基础。 3、通过对新疆铁通分公司客户满意度提升项目的研究,找出影响新疆铁通客户满意提升的关键因素,并提出相应的解决方案,从而使企业高质量、有效地提升客户满意度。 通过本文的研究,对新疆铁通分公司存在的产品质量缺陷和服务提升障碍进行了针对性分析,为企业改进产品质量、提升服务水平、提高客户满意度和忠诚度提供了具备可操作性的对策。
[Abstract]:At present, the competition among domestic mobile communication operators has become increasingly hot with the development of Chinese economy, and the competition of the core competence of Chinese telecom operators has changed from the initial price competition to the service competition. In today's economic globalization, in order to achieve the goal of national telecom power, telecom enterprises must improve their service competitiveness if they want to seek long-term development and go to the world in the future competition. Through the research on the customer satisfaction improvement project of Xinjiang Tietong Branch, this paper finds out the related problems of service, and puts forward the corresponding countermeasures to improve the customer satisfaction of the enterprise, so as to improve the service competitiveness of the enterprise. The research contents of this paper are summarized as follows: 1. Firstly, this paper expounds the importance of customer satisfaction to telecom operators, and introduces some relevant background information of Xinjiang Tietong Branch. 2. Some concepts and influencing factors of customer satisfaction, telecom customers, customer service satisfaction and TieTong's customer satisfaction model are expounded. Thus for the next step analysis of Tietong customer satisfaction laid a solid foundation. 3, through the research of the customer satisfaction promotion project of Xinjiang Tietong Branch, the key factors affecting the customer satisfaction promotion of Xinjiang Tietong Company are found out, and the corresponding solutions are put forward, so that the enterprise can improve the customer satisfaction effectively and high quality. Through the research of this paper, this paper analyzes the defects of product quality and obstacles of service promotion in Xinjiang Tietong Branch, in order to improve the quality of products and improve the service level for enterprises. Improving customer satisfaction and loyalty provides maneuverable countermeasures.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F626
本文编号：2439294
[Abstract]:At present, the competition among domestic mobile communication operators has become increasingly hot with the development of Chinese economy, and the competition of the core competence of Chinese telecom operators has changed from the initial price competition to the service competition. In today's economic globalization, in order to achieve the goal of national telecom power, telecom enterprises must improve their service competitiveness if they want to seek long-term development and go to the world in the future competition. Through the research on the customer satisfaction improvement project of Xinjiang Tietong Branch, this paper finds out the related problems of service, and puts forward the corresponding countermeasures to improve the customer satisfaction of the enterprise, so as to improve the service competitiveness of the enterprise. The research contents of this paper are summarized as follows: 1. Firstly, this paper expounds the importance of customer satisfaction to telecom operators, and introduces some relevant background information of Xinjiang Tietong Branch. 2. Some concepts and influencing factors of customer satisfaction, telecom customers, customer service satisfaction and TieTong's customer satisfaction model are expounded. Thus for the next step analysis of Tietong customer satisfaction laid a solid foundation. 3, through the research of the customer satisfaction promotion project of Xinjiang Tietong Branch, the key factors affecting the customer satisfaction promotion of Xinjiang Tietong Company are found out, and the corresponding solutions are put forward, so that the enterprise can improve the customer satisfaction effectively and high quality. Through the research of this paper, this paper analyzes the defects of product quality and obstacles of service promotion in Xinjiang Tietong Branch, in order to improve the quality of products and improve the service level for enterprises. Improving customer satisfaction and loyalty provides maneuverable countermeasures.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F626
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