某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， 而客户对通信企业提供的服务要求也越来越高。单纯的价格竞争已经不能满足市场需求。改善服务， 提升客户满意度已经成为各运营商打开市场局面，保有老客户、争夺新客户的重要途径。在此种大背景下，本文选取X电信为研究对象，分析各商业流程服务中不满意因素， 并提出改善策略，指出提升服务品质对赢得市场竞争的重要作用。 基于以上选题，本文以服务质量管理、客户满意度等相关理论为基础，系统考察X电信客户满意度整体情况，深入探索影响固网、2G、3G业务客户满意度的关键质量要素， 研究电信在各商业过程中服务品质方面的存在的问题。结合X电信公司现状，本文提出“全面改善，重点推进”的服务改进方向。指出客户服务的理念应贯穿于X电信企业运营的各个方面，但具体服务的改善应该结合企业自身实力，选取对客户满意度影响最大的方面优先改进。在这一思想指导下，提出在宏观上从网络质量、资费结构、营业厅、电子渠道、客户热线、增值业务等六项商业过程全面入手，对影响客户满意度的各个方面全面改进。具体执行层面，综合本文的数据分析和X 电信现状 通过对X电信影响客户满意度各质量要素的分析研究，本文为当前电信公司改善不满意客户的管理策略，有效提升客户满意度提供了一套切实可行的方案。同时，本文对其他通信运营商提升服务质量的工作也有一定借鉴意义。 关键词: 电信公司; 服务管理; 服务质量; 客户满意度 SummarySummary部分语法错误太多，建议重新翻译或更正。 Summary部分语法错误太多，建议重新翻译或更正。 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.