电信客户满意度评测指标探究.pdf

电信客户满意度评测指标研究 摘 要 本文是一篇探索建立电信客户满意度指标评价模型的论文 文章以中国电 信客户满意度数据为基础 通过定性与定量相结合的研究方法收集数据 并运 用问卷信度 效度检验法 协方差模型 多元回归等统计分析工具对数据进行 验证和分析 在此基础上建立电信客户满意度协方差模型 不仅于此 论文通 过综合分析制定适合不同网络和不同电信客户群的 电信客户满意度评测指标 模型 本论文将客户满意度研究与电信行业发展特点有机结合起来 在制定满意 度指标评价模型的过程中充分借鉴国内外研究经验 并充分考虑现有电信运营 企业的实际需求及未来电信业发展 使满意度指标评价模型更具针对性 此外 由于本论文满意度指标评测数据源来自中国电信 使研究结果更具代表性 可 以为电信满意度研究和电信行业发展提供有用数据和经验支持 关键词 客户满意度 多元回归分析 协方差结构模型 电信运营业 The Study on Telecom Customer Satisfaction Index Abstract The essay is about building Telecommunication Customer Satisfaction Index Evaluation Model. The essay bases on satisfaction data from China Telecom, which is collected through qualitative and quantitative research and is tested and analyzed by statistical analysis tools for example reliability and validity test, covariance, multiregression analysis. The telecom customer satisfaction covariance model bases on above analysis. According to comprehensive analysis, the telecommunication customer satisfaction index evaluation model meets different telecom nets and customers needs. In the essay, customer satisfaction research and characters of telecom industry development band together closely. In the process of establishing satisfaction index evaluated models, the essay makes use of the research experience at home and abroad and deliberates needs of telecom carriers and telecom development in the future, which makes the satisfaction index evaluated model more purposeful. And because the research data comes from China telecom, the research result is more representative and provides useful data and experience support for satisfaction research and development of telecom industry. Key words : Customer Satisfaction, Mult