移动通信公司市场竞争与服务质量提升研究.pdfVIP

摘 要 移动通信是当下全球电信业最有发展潜力的业务之一，自国家颁 发 3G 运营牌照以来，我国三大运营商在第三代移动通信领域开展了 激烈的客户争夺，中移动的“G3”品牌，中联通的“沃”以及中电信 的“天逸”，都是专为 3G 量身定制的。而此时恰逢 IPHONE 智能手机 席卷我国，中联通抢占市场先机，与苹果公司联合开发中国市场，借 机争夺移动消费高端市场。论文首先介绍了电信业从无到有的发展， 以及我国电信业发展历程、竞争特点根据目前中国电信市场占有率以 及客户感知等要素，引用了工作中接触的客户感知调查，结合工作中 运营商服务质量体系的研究与实践，并对当下在海南、天津两个城市 试运行的携号转网市场占有率影响的具体分析；重点阐述了作为移动 运营商应如何改善服务质量、建立投诉分析模型、提高客户满意度。 为移动运营商管理和制定战略发展提供了新思路。 关键词： 服务质量，移动通信，客户 3 ABSTRACT Nowdays, the processor and computer system are developing more and more complex. The current measurement is taking an important role compared with general design process, which is necessary trend for electrical industry. The trend of electrical industry is to provide more portable and functional. It is widely used in all kinds of portable electrical instruments and consumer electronic equipments. Per current point, it is important to the current test design. The development of it technology combination with others lead to portable product development. Portable product is termination of new digital multimedia. This becomes especially important in the case of handheld devices, cellular phones etc. The most important features of mobile device design is low power consumption. With scaling of processes there is an increased need for decreasing the current drawn by the digital logic of chips. Competition is more and more intensely, the new technology will come forth. It lead to new development of new portable terminal and relevant equipment emergency, which bring a big challenge. The advantage of reducing current is increased battery life. This becomes especially important in the case of handheld devices, c