電信中高端客戶(hù)服務(wù)質(zhì)量提升研究

15000字

摘要：隨著人們經(jīng)濟(jì)、生活水平的提高以及社會(huì)交往圈子的不斷擴(kuò)大，中國(guó)的通信行業(yè)經(jīng)歷了迅猛的發(fā)展。與此同時(shí)，電信體制的改革以及4G時(shí)代的來(lái)臨，亦使得通信市場(chǎng)的競(jìng)爭(zhēng)越加激烈。為了生存和發(fā)展，中國(guó)國(guó)內(nèi)的通信運(yùn)營(yíng)商采取各種手段來(lái)尋求競(jìng)爭(zhēng)優(yōu)勢(shì)。其中，企業(yè)的服務(wù)質(zhì)量已經(jīng)越來(lái)越受到各運(yùn)營(yíng)商的重視，提高服務(wù)質(zhì)量成為運(yùn)營(yíng)商們?cè)鰪?qiáng)其競(jìng)爭(zhēng)優(yōu)勢(shì)的一種有效手段。
本文從服務(wù)質(zhì)量理論與模型出發(fā)，針對(duì)通信行業(yè)的特點(diǎn)，以常州電信中高端客戶(hù)群體為研究對(duì)象，對(duì)該客戶(hù)群體的服務(wù)體系中服務(wù)質(zhì)量現(xiàn)狀進(jìn)行了研究。本論文主要的研究思路如下：首先，對(duì)服務(wù)質(zhì)量的概念、理論模型進(jìn)行闡述，并且對(duì)常州電信中高端客戶(hù)服務(wù)質(zhì)量的現(xiàn)狀進(jìn)行分析；其次，基于服務(wù)質(zhì)量差距模型建立公司中高端客戶(hù)服務(wù)質(zhì)量指標(biāo)體系，運(yùn)用問(wèn)卷調(diào)查和人員訪談相結(jié)合的研究方法，收集整理相關(guān)數(shù)據(jù)；同時(shí)，根據(jù)調(diào)查所得數(shù)據(jù)對(duì)常州電信中高端客戶(hù)服務(wù)方面所存在的問(wèn)題進(jìn)行深入的分析；最后，有針對(duì)性地提出關(guān)于常州電信中高端客戶(hù)服務(wù)質(zhì)量提升的對(duì)策。
本文希望通過(guò)對(duì)這一系列問(wèn)題進(jìn)行深入的研究，為公司提出切實(shí)有效的建議以及改善措施，從而促進(jìn)常州電信在中高端客戶(hù)的服務(wù)質(zhì)量方面有進(jìn)一步的發(fā)展。

關(guān)鍵詞： 常州電信 中高端客戶(hù) 服務(wù)質(zhì)量



Study on Improving Service Quality to the High-end Customer of changzhou telecom

ABSTRACT With the improvement of living standard and the expansion of social exchanges, China Telecom develops rapidly. Meanwhile, the competition in the market is bacoming more and more fierce following the coming of the structural reform and the 4G era. Chinese communication carriers adapt various means to obtain the advantage of competition for the survival and development. Undoubtedly, service quality has become the important means of competition, therefore, improving service has become an effectual strategy to strengthen its competitive edge.
This paper, based on the theory and model of service quality, conducts the quantitative analysis on the eva luative methods of service quality to the high-end customers, focusing on the features of mobile communication industry. It first states the definition and model of service quality as well as the current situation of sevice to the medium and high customers. Then, it builds quality index system based on the gap model of service quality, collecting related data by using the ways of questitionair and access method and making a deep analysis on its faults. Finally, it puts forward the targeted strategy of improving the sevice quality.
The aim of this paper is to put forward some practical advice and innovative ideas for the company through the deep study on these problems, promoting the development of China Telecom’s service to the medium and high clients.

KEY WORDS Changzhou telecom high-end customer the service quality


目錄

第一章 緒論 1
1.1 研究背景與問(wèn)題的提出 1
1.2 服務(wù)質(zhì)量理論與模型 1
1.3 研究思路與方法 4
第二章 常州電信中高端客戶(hù)服務(wù)現(xiàn)狀 5
2.1 常州電信概況 5
2.2 常州電信中高端客戶(hù)的基本情況分析 5
2.3 常州電信中高端客戶(hù)的服務(wù)策略 6
第三章 常州電信中高端客戶(hù)服務(wù)質(zhì)量調(diào)查 7
3.1 調(diào)查方案和樣本選取 7
3.2 服務(wù)質(zhì)量指標(biāo)體系 7
3.3 指標(biāo)定量分析 9
3.4 服務(wù)質(zhì)量上主要存在的問(wèn)題 14
第四章 常州電信中高端客戶(hù)服務(wù)質(zhì)量提升對(duì)策 16
4.1 優(yōu)化服務(wù)標(biāo)準(zhǔn) 16
4.2 加強(qiáng)營(yíng)業(yè)廳標(biāo)準(zhǔn)化 16
4.3 加強(qiáng)員工培訓(xùn) 17
4.4 舉辦有吸引力的促銷(xiāo)活動(dòng) 17
4.5 樹(shù)立跟蹤服務(wù)意識(shí) 18
4.6 提供差異化服務(wù) 19
4.7 小結(jié) 19
致 謝 20
參考文獻(xiàn) 21
附錄A 22
附錄B 23
附錄C 24