| 国内移动通信企业顾客满意度与忠诚度关系的调查研究 |
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| 引用本文： | 何源,殷明. 国内移动通信企业顾客满意度与忠诚度关系的调查研究[J]. 西安邮电学院学报, 2006, 11(6): 8-12 |
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| 作者姓名： | 何源 殷明 |
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| 作者单位： | 1. 南京医科大学,康达学院,江苏,南京,210029
2. 江苏警官学院,侦察系,江苏,南京,210012 |
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| 摘 要： | 关于顾客满意度与顾客忠诚度的理论研究及实践研究已越来越得到重视,在国内外研究的基础上,本文主要采用问卷调查法对江苏省内某移动通信公司用户的满意度及其与忠诚度之间的关系进行了调查研究。研究发现用户在总体满意度和“网络质量”、“业务宣传”、“营业网点”、“咨询投诉”、“营业人员”、“增值业务”、“服务保障”七因素上的满意度是不同的,其中“业务宣传”、“网络质量”、“服务保障”、“增值服务”四个因素对用户是否忠诚的影响较大。研究在调查分析的基础上对企业的管理提出了建设性的意见。
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| 关 键 词： | 顾客满意 顾客忠诚 管理 |
| 文章编号： | 1007-3264（2006）06-0008-05 |
| 收稿时间： | 2006-06-09 |
| 修稿时间： | 2006-06-09 |
A research on customer satisfaction and loyalty of domestic GSM service |
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| HE Yuan,YIN Ming. A research on customer satisfaction and loyalty of domestic GSM service[J]. Journal of Xi'an Institute of Posts and Telecommunications, 2006, 11(6): 8-12 |
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| Authors: | HE Yuan YIN Ming |
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| Affiliation: | 1. Kangda School, Nanjing Medical University, Naniing 210029; 2. Reconnaissance Department, Jiangsu Police College, Nanjing 210012,China |
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| Abstract: | More and more researchers have attached importance to the theory and practice about satisfaction(for short CS) and customer loyalty(for short CL).Based on the researches made at home and abroad,this paper studies on the CS and CL of GSM service from questionnaire investigation.The collected data is analyzed by SPSS 10.0 software,main results of the research are as following.1.The total CS and seven factors CS such as network quality,operation propagation,business store,consultation,business personnel,increment operation,service guarantee are different.2.There is a relation between CS and CL.Operation propagation,network quality,service guarantee,and increment operation have more impact on CL.Meanwhile,this research offers some advices on the management of company. |
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| Keywords: | customer satisfaction customer loyalty management |
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