摘要
摘要
随着经济全球化的趋势日益明显，我国通信行业受到了国内和国际环境的双
重冲击。自 2008年通信行业重新组合之后，三家电信企业的产品和服务同质化日
益严重，因此，服务质量则成了通信企业之间进行竞争的有力武器，客户对企业
服务质量的满意程度能够决定一个企业的发展。为了保证企业在市场竞争中一直
保持领先和主导的地位，那么企业就必须通过提高服务质量，以达到提高客户的
满意程度、进而吸引客户的目的。
本文首先分析了通信产业的时代背景和国内外通信行业服务现状，将客户满
意度理论及服务质量相关理论与 H市联通公司的发展现状相结合。通过文献检索、
网络检索等研究方法，初步得出客户满意度的影响因素。然后邀请不同研究领域
的专家和典型客户进行访谈，根据访谈数据选取了影响 H市联通公司客户满意度
的影响因素，构建了客户满意度评价指标体系，计算了指标权重。再从网络服务、
业务服务和情感关怀服务三个角度设计调查问卷，对 H市区和十个县城的客户进
行随机问卷调查，并对问卷数据进行整理和保留，以记录当地客户所关注问题。
在此基础上，从网络服务、业务服务和情感关怀服务三个方面分析了 H市联通公
司的客户满意度。最后，结合企业在当地的发展现状，针对上述问题，提出了H
市联通公司发展的整改措施，以提高联通的客户服务质量，增强联通的竞争力。
客户服务质量对电信行业的发展具有举足轻重的作用，本文较为系统的对H
市联通公司当前在客户服务质量方面存在的问题进行了分析，并且给出针对性的
解决方案，可为其他通信企业提供参考和借鉴。
关键词：客户满意度；客户服务质量；通信企业；提升策略
Abstract
Abstract
With the development of economic globalization, our national communication
industry has been seriously affected by the domestic and international environment.
Since the reorganization of the communication industry in 2008, the homogenization of
products and services of the three telecom enterprises has become increasingly serious.
Therefore, service quality has become a powerful weapon for competition among
communication enterprises. The degree of customer satisfaction with the service quality
of an enterprise can determine the development of an enterprise. In order to ensure that
the enterprises alwaysmaintain a leading and dominantposition in the market
competition, enterprises must improve service quality to improve customer satisfaction
and attract customers.
Firstly, this paper analyzes the background of the communication industry and the
current situation of service at home and abroad. Combining the customer satisfaction
theory and service quality theory with the development status of Unicom companies in
H city, this paper preliminarily obtains the influencing factors of customer satisfaction
through literature retrieval, network retrieval and other research methods. Then experts
in different research fields and typical customers are invited to have an interview.
According to the interview data, the relevant influencing factors of customer satisfaction
of H Unicom are selected,the customer satisfaction evaluation index system is
constructed, and the weight is calculated by using Delphi method. The questionnaire is
designed from the perspectives of network service, business service and emotional care
service. The customers in urban area H and ten counties are surveyed. And the
questionnaire data are sorted and retained to record the problems concerned by local
customers. By analyzing the customer satisfaction of Unicom companies in H city in
three aspects: network service, business service and emotional care service. Finally,
combined with the local development status of Unicom companies in H city, in view of
the above problems,this paper putsforward the rectification measuresfor the
development of Unicom companies, so as to improve the customer service quality of
Unicom companies and enhance the competitiveness of Unicom companies in H city.
Abstract
Customer service quality plays an important role in the development of telecom
industry. This paper systematically analyzes the problems existing in customer service
quality of H Unicom, and gives specific solutions, which can provide reference for other
communication enterprises.
Keywords:Customer satisfaction; Customer service quality; Communication
enterprise; Promotion strategy