影响手机行业顾客忠诚度因素探析本科毕业论文.docVIP

毕 业 设 计（论 文） 设计(论文)题目： 影响手机行业顾客忠诚度因素探析 　 目 录 摘 要 Ⅲ Abstract Ⅳ 引言 1 1 顾客忠诚度的基本概述 2 1.1 顾客忠诚度的内涵 2 1.2 顾客忠诚度的影响因素 2 2 手机行业顾客忠诚度的作用及重要性 4 2.1 有利于形成手机行业的核心竞争力 4 2.2 有利于提高手机行业的经济效益 4 2.3 有利于提高手机行业员工的凝聚力 4 3 手机行业顾客忠诚对企业价值的贡献 5 3.1 内部顾客忠诚对企业价值的贡献 5 3.2 外部顾客忠诚对企业价值的贡献 6 4手机行业顾客忠诚度方面存在的问题 8 4.1 国产手机的忠诚度低 8 4.2 手机系统的推陈出新 8 4.3 手机定制机的问题 9 4.4 手机的安全性和风险 9 5 影响手机行业顾客忠诚度的因素 11 5.1 产品因素 11 5.2 服务因素 14 5.3 品牌因素 15 6 培育手机行业顾客忠诚的措施 18 6.1 创立良好的企业形象 18 6.2 提高并保持手机的质量 18 6.3 完善的服务体系 19 6.4 建立顾客关系管理系统及其数据库 19 6.5 注重顾客的使用体验 19 结束语 21 参考文献 22 致谢 23 影响手机行业顾客忠诚度因素探析 摘 要 随着市场竞争的日益，顾客忠诚在剖析手机行业顾客忠诚内涵的基础上，分析手机行业顾客忠诚给企业带来的价值探讨影响手机行业顾客忠诚度的关因素培育手机行业顾客忠诚 Analysis of factors affecting the mobile phone industry customer loyalty Abstract With the increasingly violent competition in the industry market, customer loyalty plays an important role in the competition, received wide attention from the enterprises. In order to deal with the competition, we have to cultivate customer loyalty. Customer loyalty is loyalty degree of customers about product preference and repurchasing. The only way to win the competition is to retain customers, and expand market share. Therefore, customer loyalty has a great impact on business development. So the companies should focus on the customer experience, and take measures to strengthen the competitiveness according to the market situation. This text conducts an analysis of customer loyalty about the mobile industry in-depth. First, On the basis of the analysis of customer loyalty about the mobile phone industry, the company should confirm the value and the importance of customer loyalty. Then, to find out what indeed results into the low loyalty in the mobile phone industry, and analysis the reasons. Finally, the mobile phone industry taking measures to cultivate customer loyalty. To conclude, companies should improve both product quality and service system, and establish the