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1、西南科技大学硕士研究生学位论文第II页AbstractAfterseveralroundsofrestructuringofthetelecommunicationsindustry,ChinaMobile,ChinaTelecom,ChinaUnicom,thefullpotentialofformingathree-leggedontheChinesetelecommunicationsmarket,theofficialannouncementlastDecemberaccordingtothelatestdatashowthatthethree
2、operatorshavebecomeafullserviceprovider.Thefaceofthewholebusinessmarket,thethreeoperatorsincreasinglycompetitiveproducthomogeneity.Inordertogainadvantageintheentirecompetition,qualityofserviceandenhancecustomersatisfactionbecomesespeciallyimportant.Inthefaceofcurrentcommunicatio
3、nsmarketstructure,theimportanceofourcustomersarebecomingincreasinglyimportant,notonlytomakeourproductsmoreviscous,andcanhavefar-reachingimpactonourindividualcustomersandresidentialcustomers.Basedontherapiddevelopmentofcommunicationservicesmarket,thecompetitionisalsoavarietyofour
4、businesswillbecomemoreintense,importantconglomeratesabletoovercomethemajorcompetitorsinanincreasinglycompetitiveenvironment,accesstothecustomer'ssatisfactionandrecognitionisanimportantgroupcompaniestosurviveandthekeytosustainabledevelopment.FortheGroup'sbusinessdevelopmentsituat
5、ion,basedonourcustomers'customersatisfactionresearchquestionisalsoworthoperatorattention,thestatusofcustomersatisfactionresearchandimprovementstrategieseitherinpracticeorintheory,hasaveryimportantsignificance.ThisarticlewillsystematicallyresearchonsatisfactionofMYmobilecustomers
6、andimprovementstrategy.Firstofall,thisarticlewillelaboratetherelatedtheoryofcustomersatisfaction,andcustomersatisfactionanalysisresearchgroupandtraditionalindividualusersatisfactionofthesimilaritiesanddifferences,onthebasisofthecustomersatisfactionindexmodelofMYmobilegroupcustom
7、ers.Secondly,basedonthemodelofcustomersatisfactionofMYmobilegroupcustomers,combinedwiththecharacteristicsofcustomers,designquestionnaire,adoptsamplingmethodsforresearchofMYmobilecustomers,tograspfirst-handinformation,thepresentsituationofMY西南科技大学硕士研究生学位论文第III页mobilegroupcustomer
8、satisfactionunderstanding.Finally,accordingtoth
