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1.0IntroductionThisreportisinvestigatingtothesatisfactionofHNDstudentsforthenetworkservice.Withtheproductionanddevelopmentofinternet,thenetworkprovideswithconveniencestoourstudyandwork,sothisresearchisimportant.Theaimofthisstudyistoimprovetheschoolnetworkservicesothatstudentscanbestuseofnetwork.Theintendedreaderisschoolnetworkservicepersonneltherearefivekindsofthedormitory,XUEZHIdormitory,NANQUdormitory,WANLIUapartmentandHANGKONGGANGdormitoryDAYANGapartment,thisfivedormitory'snetworkisdifferentsoweshouldbeSeparateresearch.2.0ProceduresThereportcollectinginformationmethod:Throughtheformofquestionnaire,thatitiscangivearealandintuitionistfeedbackInaccordancewiththeanalysisofanalyzedandchartedflowchart.Andalsocanusewebsite,Therearemanyproceduresandrelentedcontentisworthlearningandreference.andreferringbooksisalsoaneffectivewaytoobtaininformationwhichiscanmakesthereporthadmoreauthorityandofficial.3.0LiteratureReview3.1WhatisCustomerService?Customerservicemoralphilosophyisthereconsideringandthesummaryofthecustomerservicevalueidea,thethinkingmethod,thebehaviorwayaswellastheexperienceformtheviewpointofethicsvalues,theworldoutlookandthemethodology.(Yong-JaePark2008) Generallyspeaking,theserviceobjectofthe'Customerservice'includestwoaspects,theenterpriseinteriorcustomerandtheenterpriseexteriorcustomer.Theenterpriseinternalcustomerusuallyreferstotheenterpriseinternalserviceobject,suchasthedepartmentandtheenterprisestaffsthatcanaccepttheproductortheservice.Specificallyspeakingitmaybethenextoperatorontheproductproductionassemblyline,alsomaybetheprocessdepartmentinthecourseoftheproductandservicemaking,ortheagentwhohelpsthecustomertousetheproductorservice.Theenterpriseexteriorcustomerusuallyreferstotheenterpriseexteriorserviceobject,likeconsumer,trustee,retailmerchant,finaluserandsoon.（ZhangLin2008）3.2TheimportanceofCustomerServiceNowadays,themarketcompetitiondayisbecomingharderandharder,theproductdifferenceandtheeffectofthepricewarisbecomingsmallerandsmaller.Ifanenterprisewantstobeinanimpregnablepositioninthecompetition,besidesonitscoreproductandthevisibleproductcompetitiveadvantage,servicecomestothekeytoobtainthecompetitiveadvantageandtowinthemarket.Butsomeenterprisesforthepresentbenefit,aren’thonest,usesdeceptionduringtheservice,andasaresult,itnoonlyfinallycausesreputationdamage,alsocausesthecustomertosuffertheloss.Thereforeinordertobuildafairandpuresocialenvironment,thehighermoralrequestcomesalongwiththecustomerserviceprincipals.Thismustrelatetothecustomerserviceidea,themethod,thebehaviorstandardswhichinstructstheenterprisecustomerservicepractice.Theresearchregardingthecustomerserviceethicshasthevitalsignificancefortheenterprise’sdevelopment.Firstly,itishelpfulforustohaveathoroughly,amorecomprehensiveunderstandwiththerelationsbetweenthecustomerserviceintheenterpriseandothermanagement,thusclearaboutthevitalroleplayedbythecustomerserviceethicsintheenterprise development.Secondly,itcanhelpustoinduceandanalyzesomeimportantideashadmethodinthecustomerservice,forinstance,theideathattakesthecustomerasthecenter,themanagementideaandotherethicideasaboutservice.Thirdlyitcanmakeuseasilyunderstandtheintrinsicuniformityofthecustomer,thestaffandtheenterprisebenefit,inthisway,wecanimproveourownintrinsicquality,andhavetheenterprise’scontinualdevelopment.(LiuLu2006)4.0Research4.1MethodologyThemainmethodisquestionnaireinvestigation,Sampling:150,Targetobjects:HNDstudentsofRenminUniversity.ThequestionnaireisdesignedonalotofquestionsaboutnetworkCustomerservicesatisfactionandutilizationdegreeofnetwork.Thenthroughtheresults,it'seasytogettherelevantdataofthenetworkcustomerserviceresearch.4.2LimitationBecausetimeisbrash,preparationisinadequatethatlimitationsareinevitable.Soit’shadsomequestionsdevisenotveryreasonable,andthisstudy'sfourdormitoryhavefournetworkserviceisdiversity,thatwouldnotbegoodforresearch.AnditisOnly150questionnairesgivenoutsothatthedataisnotaccurate.Andtheresultscannotrepresentforallthestudents. 4.3dateanalysis4.3.1Introductionofthequestionnaires(see8.1AppendixA)Thereare150questionnairesinall;thereare75girlsand75boys,thegenderisbalance.Distributionfromthelocationpointofview,XUEZHIdormitoryhas30,NANQUdormitoryhas30,DAYANGapartmenthas30,WANLIUapartmenthas30andHANGKONGGANGdormitoryhas30,therearebalanced.Canbelearnedfromthequestionnaire,studentsatisfactionisnothighfornetworkcustomerservice.4.3.2DataanalysisstatisticalconclusionInthefivedormdistricts,onlythemaleinDayangandthefemaleinXiaoyuantendtosurftheinternetwithapurpose.Onthewhole,theHNDstudentsareanomicontheInternet,withnospecificpurpose.(See8.2AppendixB)TheHNDstudentswouldn’ttakeuptheclasstimeontheInternet.Instead,mostofthemspendthebreakandsparetimeontheInternet..Andcomparedtothemale,thefemaleseldomspendthewholenightontheInternet.(See8.3AppendixC)TheHNDstudentstendtosurftheInternetatdorm,withonlyafewboyschoosingtogototheinternetbar.Instead,theboysinHangkonggangandDayangtendtogototheInternetbarsfortheirnearthedorms.AndthereasonwhytheboysinXuezhigototheInternetbarsisthattheInternetspeedthereisslowandoftendisconnects.AminorityofstudentswouldgototheCaféwiththereasonthattheairandtheservicearemuchbetterthanthedormenvironmentandtheInternetprovidedbytheschool.(See8.4AppendixD)Thewebsitestheboysvisitmostranksasfollowing:Games,News,Entertainment, andKnowledge.Whileforthegirls,themostlyvisitonesareEntertainment,Shopping,SocialNetworkingandKnowledge.Fromtheabovewecantellthatgreatdifferenceintheattitudetowardusingtheonlineinformationexistsbetweentheboysandthegirls.SchoolscanofferdistinguishingInternetserviceaccordingtothis.(See8.5AppendixE)Thedisciplineofthegirlsisbetterthanthatoftheboys;TheHNDstudentsspendmostoftheirsparetimeontheInternet(see8.6AppendixF8.7AppendixG)Formtheresults,wecanseethattheInternetfeeinWanliuisacceptedbythemajorityofthestudents.Whileintheotherdormdistricts,moststudentsthinkitunreasonable,especiallyintheXuezhiandHangkonggangwherethedissatisfactionisquiteconsiderable.(See8.8AppendixH)4.3.3AnalysisoftheresultsResearchtothesatisfactionofcustomerservice,wecanknownetworkservice,waitsforstrengthening.Thenetworkservicehasshortcomings,suchastheInternetfee,inWanliuisacceptedbythemajorityofthestudents,whileintheotherdormdistricts,moststudentsthinkitunreasonable,especiallyintheXuezhiandHangkonggangwherethedissatisfactionisquiteconsiderable.Soitisaquestion.TheInternetspeed,generally,theHNDstudentsaredissatisfiedwiththeInternetspeed.OnlythestudentsinWanliuarerelativelysatisfied.Themajoritythinkitfairoftherepairmen’sattitude,whichindicatesthattheattitudeoftherepairmenneedsimprovement.Thequestionofusingnetworktolearn,tomywayofthinking,HNDstudents'lowqualityisthekey.TheHNDstudentsseldomusetheInternetforstudy.Thegirls prefervisitingtheunconcernedwebsitesandtheboystendtovisitthegameswebsites,playcomputergamesandvisitingwebsitestakesthemostsparetimeoftheHNDstudents,whichforthestudentsisarecreationtool,ratherthanastudytoolforthestudentstowidentheirknowledge.5.0ConclusionFromtheresults,wecanseethattheInternetfeeinWANGLIUisacceptedbythemajorityofthestudents.Whileintheotherdormdistricts,moststudentsthinkitunreasonable,especiallyintheXUEZHIandHANGKONGGANGwherethedissatisfactionisquiteconsiderable.EspeciallyinXUEZHIandHANGKONGGANG,complaintisdense.Inaword,theschool’snetworkcustomerservicecouldn’tgainacceptancethatwouldmean,therearemanypartsofthesystemneedstobemodifiedimmediately.6.0RecommendationItissuggested,theschooldon’tpayattentiontodetailsthatiskey,sofirsttheschoolshouldpayattentiontothisissue.Thenext,afewdetailsissuesneedtobeworkedout,Necessarytoimprovethespeedofnetworkanddecreasethenetworkfeeandthatthattheattitudeoftherepairmenneedsimprovement. 7.0ReferencesLIULu,SHIJIAZHUANGPostandTelecommunicationTechnicalCollege,TheJournalofChinaUniversitiesofPostsandTELECOMMUNICATIONS,2006,3URL：http://c.g.wanfangdata.com.cn/Periodical-zgydgxxb-e.aspx(Yong-JaePark2008)MeasurementofaCustomerSatisfactionIndexforImprovementofMobileRFIDServicesinKorea,ETRIjournal,2008,30(5)URL：http://d.g.wanfangdata.com.cn/NSTLQK_NSTL_QKJJ0210258119.aspxZhangLin,HEBEINormalUniversity,TheoryObserve,2008,3URL：http://d.g.wanfangdata.com.cn/Thesis_Y1254302.aspx8.0Appendices
