【作者】 王丽丽；

【导师】 杜丹丽；

【作者基本信息】 哈尔滨工程大学 ， 工商管理， 2008， 硕士

【摘要】 20世纪70年代以来,客户满意度研究一直是企业管理理论研究的一个热点问题。90年代,客户满意度理论开始在我国企业实践中加以运用。中国移动通信集团辽宁有限公司铁岭分公司(简称铁岭移动,下同)自2003年开始每年进行客户满意度测评,原则上上年度客户满意度的测评结果将指导企业下年度客户服务工作的开展。但近几年的实践结果并不尽如人意,说明公司在客户满意度理论应用上仍存在一定问题。如何完整把握客户满意度理论,并将理论充分运用到铁岭移动的服务实践中,改善服务质量,提升客户满意度,是本文要解决的核心问题。本论文是以调查报告的形式进行研究的。铁岭移动公司是境外上市公司,面临的竞争压力也日益加剧,为了了解消费者对移动接受情况,分析铁岭移动综合满意度和标准满意度服务水平,为铁岭移动公司的改进提供必要的决策资料和支持数据,进行了本次市场调查。本文在收集整理大量文献资料的基础上,借鉴国内其他行业顾客满意度调查和分析的成功方法,综合运用了定性和定量的调查研究方法,对铁岭移动的三大品牌全球通、动感地带和神州行进行了顾客满意状况调查,对调查得到的资料进行系统深入研究的基础上,分析了铁岭移动满意度存在的问题。最后,本文对铁岭移动客户满意度改进提出了建议。更多还原

【Abstract】 Since the 20th century 70’s, the customer degree of satisfaction research always have been business management fundamental research hot topics.The 90’s, the customer degree of satisfaction theory starts in Our country Enterprise to practice performs to utilize.The China mobile communication group Liaoning limited company Tieling subsidiary company (i.e. Tieling moves, similarly hereinafter) started every year from 2003 to carry on the customer degree of satisfaction evaluation, in principle previous year the customer degree of satisfaction evaluation result will instruct the enterprise next fiscal year customer service work the development. But in recent years practice result not entirely as desired, explained the company still had certain problem in the customer degree of satisfaction theory application.How does the integrity grasp the customer degree of satisfaction theory, and utilizes fully in the service practice the theory which Tieling moves, the improvement grade of service, the promotion customer degree of satisfaction, is the core question which this article needs to solve. The present paper is conducts the research by the report of investigation form.The Tieling migration company is beyond the border to be listed, faced with the competition pressure also day by day intensifies, in order to understand the consumer to moves accepts the situation, analyzes Tieling to move the synthesis degree of satisfaction and the standard degree of satisfaction service level, is the Tieling migration company’s improvement provides the essential policy-making material and the support data, has carried on this market survey.This article reorganizes the massive literature material in the collection in the foundation, the model domestic other profession customer degree of satisfaction investigation and the analysis successful method, the synthesis has utilized qualitative and the quota investigation and study method, moved three big brand whole world to Tieling to pass, the person or household who refuses to move and bargains for unreasonably high compensation when the land is requisitioned for a construction project region and Shenzhouxing has carried on the customer satisfactory condition investigation, and analyzed the Tieling migration degree of satisfaction existence question.Finally, this article put forward the proposal to the Tieling migration customer degree of satisfaction improvement.更多还原