山东网通顾客满意度研究.pdf

些玺盔主鎏主量堡笙塞 ABSTRACT Withthe unlockedoftelecom completely market，ShandongNetcom，the biggest telecomservice in confrontedwiththedrastic providerShandong provmce，is is mobile competition．Fixative Distanceand telephonereplacedby telephone．Long BroadBand ofthelow etc，because tactic di羽uenceiStendto price ofrival，operation become numberofclientiscontinuous satisfactionand graveness，the rising，the ofconsumerarefacedwiththe ofhowtoretaintheold loyalty challenge．Theway uew corlsumer,to client，to develop keepoperationquantity，tooperation inspire the matterof Netcom． urgent quantityrising，become Shandong Offthebasesofa dealofsatisfactionrate Depending great documentary study，this a thesisforwardbasicmodelframeof Neteomconsumersatisfactionrate put Shandong to kindofclient study．Andaccordingevery operationconsumptivecharacteristic，it establisheda satisfactionratemodelandsatisfactionrate pertinent targetsystem respectively． three tOthe thesis kindsofconsumers’ Accordinginvestigation，theanalysi