x电信运营商服务中不满意客户管理实证研究.doc

X电信运营商服务中不满意客户管理实证研究 摘要 随着电信重组后各运营商均获得全业务经营资质，通信企业之间竞争日益激烈， ， ，，X电信为研究对象，， ，，，，2G、3G业务客户满意度的关键质量要素， ，，X电信企业运营的各个方面，，，，，X 电信现状，X电信影响客户满意度各质量要素的分析研究，，，: 电信公司; 服务管理; 服务质量; 客户满意度 Summary With the restructuring of the telecom operators have access to the whole business intelligence, communications between enterprises in an increasingly competitive and customer services provided by telecommunications companies are increasingly high requirements. Shall be subject to pure price competition can not meet market demand. Improve service, increase customer satisfaction has become the operator to open the market situation, retain old customers, an important way to compete for new customers. In this context, the paper selected as the research object X Telecom, analysis of the business processes are not satisfied with the service factors and propose improvement strategies that will increase service quality to win the market competition in an important role. Based on the above topics, the paper quality of service management, customer satisfaction and other related theories, systematic study X telecom customer satisfaction overall, in-depth exploration affect fixed, 2G, 3G service quality and customer satisfaction, the key elements of the telecommunications in the course of the commercial aspects of the quality of service problems. Combined with X telecommunications company status, this paper proposes an overall improvement, focusing on promoting service improvement direction. Pointed out that the concept of customer service should be run through the X-telecom aspects of business operations, but the specific service improvements should be combined with their own strength, select the greatest impact on customer satisfaction aspects of priority improvements. In this thought, put forward at the macro from the network quality, tariff structure, business offices, electronic channels, customer hotline, value-added services such as six business processes fully start, affecting all aspects o