怀化移动通信公司客户满意度研究

【作者】 罗凯；

【导师】 沈超红；

【作者基本信息】 中南大学 ， 工商管理， 2003， 硕士

【摘要】 本研究采用分层的系统抽样方法，对怀化市两大移动通信公司——怀化市移动通信公司与怀化联通公司进行了较大规模的客户满意度调查。在调查的基础上，对两公司的总体满意度及各方面满意度进行定量评估。结果表明，怀化移动通信公司比怀化联通公司在客户满意度方面具有绝对优势，但二者均处于中、低水平。研究最后向怀化移动通信公司提出了提升客户满意度的各方面建议，旨在进一步完善怀化移动通信公司的客户关系管理，从而增强其核心竞争力。更多还原

【Abstract】 This research has been done with a sampling survey method. The writer made a large scale investigation on the point of satisfaction with the services from both Huaihua Mobile Communication Company and Huaihua Union Communication Company, and also has made a quantitative estimate on the satisfaction generally and variously . As a result, the writer found, compared with Huaihua Union Communication Company, that Huaihua Mobile Communication Company has absolute advantage, but both are at the medium and low level. This paper, at last, gives Huaihua Mobile Communication Company some suggestions of how to get the satisfactions from customers, in order to improve the management and reinforce its competition in this field.更多还原