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题目:电信业客户满意度测量与实证检验—以郑州移动为例院系名称：专业班级：学生姓名：学号：指导教师：教师职称：I摘要在电信产业蓬勃发展的今天，客户满意度已成为衡量服务好坏的一个重要指标，更是衡量电信企业竞争力的重要指标，电信企业如何满足客户的需求，进而留住客户，以提升客户满意度，已经成为目前电信企业经营中最重要的新课题,目前大多客户满意度及相关理论主要来自西方国家的研究，定量分析和实证研究在国内还比较缺乏，国内对量化客户满意度还没有较深入的研究与分析，在学习和借鉴国内外研究成过的基础上，指导中国市场背景下的电信运营企业客户满意度理论和实践具有可行性。本文从目前国内研究现状出发，对顾客满意度的基本概念做了界定，指出了顾客满意度测评的重要性。为随后自己的研究奠定了基础。通过了解顾客对电信业务期望的程度和现实中对自己所用业务的满意度，分析电信行业顾客满意度的现状，把握和预测其未来的发展趋势，提出适合电信行业发展的顾客满意测评报告，使企业认识到顾客满意度的重要性。通过本文研究，得到以下结论：电信业客户满意度提升是需要有强大的企业文化理念做支撑，更需要有创新的服务和业务作为手段，增加客户的附加值；建立完善的客户关系管理系统，让客户离不开移动公司的服务；提高客户满意度要从细节入手，针对不同客户，推出个性化的服务，不断完善产品功能，移动业务将会是一个很大的消费市场，把握好移动业务未来的发展趋势，以顾客满意为服务理念，制定出适合自己发展的商业模式。关键词：顾客满意度满意度测量测量模型IITitleThesurveyofcustomersatisfactionintelecommunicationindustryandprovingwiththedemonstration-----TakeZhengzhoumobileasanexampleAbstractToday,thetelecommunicationindustryisflourishing,thecustomersatisfactiondegreehasalreadybecameanimportanttargetwhichjudgesthelevelofqualityofserviveandthecompetitionstrengthintelecommunicationenterprises.Howtomeettherequirementsofthecustomersintelecommunicationenterprises,keepthecustomershereandthenpromotethesatisfactiondegreeofcustomers,whichhavealreadybecamethemostimportantnewsubjectfortelecommunicationenterprisesmanagement.Atpresent,themostsatisfactiondegreeofcustomersresearchesandrelatedtheoriescomefromthewestcountries.Thequantitativeanalysisesanddemonstrationresearchesislimitedathome,atthemeanwhile,therearenoquantitativesatisfactiondegreeresearchesandanalysisesin-depth,basedontheresearchesfruitsbothhomeandabroad,itisfeasibletoprovideguidancefortheresearchesoncustomersatisfactiondegereetheoriesandpracticesresearchesoftelecommunicationenterprisesmanagementunderthechinesemarketbackground.Accordingtothecurrentstatusofdomesticresearches,thispapermakesadefinitiontothebasicconceptofcustomersatisfactiondegree,andpointsouttheimportanceofthesurveyofit,whichestablishesthefoundationformyownresearches.ViaknowingtheCustomer’sexpectationsfortheextentoftelecommunicationandthesatisfactionoftheirownProducts,weanalyzethesatisfactionofcustomersinTelecommunicationindustry,andgraspandforecastthedevelopmenttrendforthefuture,then,weputforwardthereportofcustomersatisfactiondegreesurveywhichissuitableforthetelecommunicationindustryandtomakeenterprisesrecognizetheimportanceofcustomersatisfaction.viatheresearchesinthepaper,thefollowingconclusionsarepresented:firstly,theIIIadvanceofcustomersatisfactiondegreeintelecommunicationindustryneedsthesupportofastrongcultureideaofcorporation,toincreasetheadditionalvalueofcustomers,thecreativeservicesandoperationsareneeded;secondly,establishtheperfectmanagementsystemoftherelationshipbetweenthecustomers,whichmakesthecustomerscan'tleavetheservicesofmobilecorporation;toincreasethecustomersatisfactiondegree,thedetailsarethefirstworks,accordingtodifferentcustomers,individualservicesshouldbeprovidedandtheproductfunctionsshouldbeperfected.finally,themobilecorporationwillbealargeelectronicconsumptionmarkets,wehavetograspethedevelopmenttrendofmobilecorporationforthefuture,takenthecustomerssatisfactiondegreeasaserviceidea,thecommercemodesuitableforowndevelopmentshouldbemade.Keywords：customersatisfactionsatisfactionmeasurementmeasuremodelsIV目次1引言..............................................................11.1选题背景.......................................................11.2研究的目的和意义...............................................11.3顾客满意理论研究综述...........................................21.3.1国外顾客满意理论研究与应用....................................21.3.2国内电信企业顾客满意研究与应用................................31.3.3总结与本文研究方向............................................41.4研究的内容与方法...............................................42顾客满意度的概念和测评模型........................................52.1顾客满意的内涵.................................................52.2顾客满意度测评模型研究.........................................62.2.1瑞典顾客满意度晴雨表指标(SCSB)模型研究与应用..................62.2.2美国顾客满意度指数(ACSI)模型研究与应用........................72.2.3欧洲顾客满意度指数(ECSI)模型研究与应用........................73顾客满意度测评总体设计与调查结果统计分析..........................83.1顾客满意度测评总体设计.........................................83.2调查结果及统计分析.............................................93.2.1调查结果......................................................93.2.2统计分析.....................................................114移动公司提升客户满意度措施.......................................164.1指导思想......................................................164.2基本原则......................................................164.3提升客户满意度的措施..........................................175建议.............................................................17结论...............................................................19致谢...............................................................20参考文献...........................................................21附录A调查问卷...................................................2311引言1．1选题背景近些年来，由于经济的增长，人民生活水平也随着提高，随着社会的发展和科技的进步,移动电话已经开始渗透到人们的生活和工作中去，深深的影响了人们的生活和工作。据权威机构调研报告显示，中国在2004年总计拥有3.1727亿移动用户，按照目前发展态势，2009年移动用户总数将达5.273亿，报告还指出，2004年的移动收入为6980万美元，2009年