移动电话服务业的顾客满意度研究

摘要随着时代的演变和经济的发展，我国移动电话服务业也进入了以顾客为导向的时代，消费行为对文持现有顾客尤为重要。近年来4G业务的兴起，又让三大公司的战争从传统的2G、3G业务转向了4G战场。25809
同时，在经济的迅猛发展的情况下，互联网承受了经济发展对其提出的更高要求。在国家“提网速降网费”的督促下，三大运营商争相提出了自己的应对措施。这一行动也加剧了三大运营商的市场竞争。
在此情况下，移动电话运营商想要获得自己的竞争优势，提高顾客满意度显得尤为重要。
本文设计了顾客满意度测评指标体系，并且分配了指标权重；根据测评指标设计问卷，以问卷调查的方式搜集顾客对移动电话运营商的意见；并且利用SPSS软件对问卷结果进行分析。研究影响顾客满意度的主要因素，并提出了相应的改进意见。
关键词移动电话服务业顾客满意度满意度测评
毕业论文设计说明书外文摘要
Title studying on Customer Satisfaction of mobile phone services
Abstract
With the times evaluating and economy developing, mobile phone service industry in China have also moved into the customer-oriented era, consumer behavior is particularly important for the existing customer maintenance. Recent years, with the 4G services industry rising, the war among three companies has turn from traditional 2G, 3G business to the 4G battle.
Meanwhile, the rapid development of China's economy also put forward higher requirements on Internet.
At the national’s requirement of improving network speed and reducing network costs, three companies have put forward their own measures. This action also increased competition among three operators of the marketing.
In this case, mobile phone operators want to get their competitive advantages, it is very important to improve customer satisfaction.
In this paper， Customer Satisfaction Evaluation System is designed , index weight being allocated, questionnaire being designed to collect customer feedback on the mobile phone operators, and SPSS software is used to analyze the results of the questionnaire. This paper studies on the main factors that affect customer satisfaction, and propose appropriate suggestions for improvement.
Keywords Mobile phone services   Customer Satisfaction   Satisfaction survey
目次
1．引言   1
1.1   研究背景   1
1.2   研究目的   1
1.3   研究方法   1
1.4   研究关键与难点   2
2.   相关理论研究综述   3
2.1   国内移动电话服务业现状   3
2.2   顾客满意度   4
2.3   顾客满意度相关文献综述   4
2.4   移动电话服务业的顾客满意度文献综述   6
3.   研究设计   8
3.1   研究思路   8
3.2   研究模型   8
3.3   研究假设   9
3.4   测评指标体系   10
3.5   测评指标的量化   11
3.6   测量指标权重确定   13
3.7   研究设计   19
4.   研究分析   21
4.1   样本的描述性分析   21
4.2   测评指标的信度和效度检验   23 移动电话服务业的顾客满意度研究:http://www.751com.cn/guanli/lunwen_19753.html