電信中高端客戶服務質(zhì)量提升研究.doc
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電信中高端客戶服務質(zhì)量提升研究,15000字摘要：隨著人們經(jīng)濟、生活水平的提高以及社會交往圈子的不斷擴大，中國的通信行業(yè)經(jīng)歷了迅猛的發(fā)展。與此同時，電信體制的改革以及4g時代的來臨，亦使得通信市場的競爭越加激烈。為了生存和發(fā)展，中國國內(nèi)的通信運營商采取各種手段來尋求競爭優(yōu)勢。其中，企業(yè)的服務質(zhì)量已經(jīng)越來越受到各運營商的重...
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電信中高端客戶服務質(zhì)量提升研究
15000字
摘要：隨著人們經(jīng)濟、生活水平的提高以及社會交往圈子的不斷擴大，中國的通信行業(yè)經(jīng)歷了迅猛的發(fā)展。與此同時，電信體制的改革以及4G時代的來臨，亦使得通信市場的競爭越加激烈。為了生存和發(fā)展，中國國內(nèi)的通信運營商采取各種手段來尋求競爭優(yōu)勢。其中，企業(yè)的服務質(zhì)量已經(jīng)越來越受到各運營商的重視，提高服務質(zhì)量成為運營商們增強其競爭優(yōu)勢的一種有效手段。
本文從服務質(zhì)量理論與模型出發(fā)，針對通信行業(yè)的特點，以常州電信中高端客戶群體為研究對象，對該客戶群體的服務體系中服務質(zhì)量現(xiàn)狀進行了研究。本論文主要的研究思路如下：首先，對服務質(zhì)量的概念、理論模型進行闡述，并且對常州電信中高端客戶服務質(zhì)量的現(xiàn)狀進行分析；其次，基于服務質(zhì)量差距模型建立公司中高端客戶服務質(zhì)量指標體系，運用問卷調(diào)查和人員訪談相結合的研究方法，收集整理相關數(shù)據(jù)；同時，根據(jù)調(diào)查所得數(shù)據(jù)對常州電信中高端客戶服務方面所存在的問題進行深入的分析；最后，有針對性地提出關于常州電信中高端客戶服務質(zhì)量提升的對策。
本文希望通過對這一系列問題進行深入的研究，為公司提出切實有效的建議以及改善措施，從而促進常州電信在中高端客戶的服務質(zhì)量方面有進一步的發(fā)展。
關鍵詞： 常州電信 中高端客戶 服務質(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 研究背景與問題的提出 1
1.2 服務質(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服務現(xiàn)狀 5
2.1 常州電信概況 5
2.2 常州電信中高端客戶的基本情況分析 5
2.3 常州電信中高端客戶的服務策略 6
第三章 常州電信中高端客戶服務質(zhì)量調(diào)查 7
3.1 調(diào)查方案和樣本選取 7
3.2 服務質(zhì)量指標體系 7
3.3 指標定量分析 9
3.4 服務質(zhì)量上主要存在的問題 14
第四章 常州電信中高端客戶服務質(zhì)量提升對策 16
4.1 優(yōu)化服務標準 16
4.2 加強營業(yè)廳標準化 16
4.3 加強員工培訓 17
4.4 舉辦有吸引力的促銷活動 17
4.5 樹立跟蹤服務意識 18
4.6 提供差異化服務 19
4.7 小結 19
致 謝 20
參考文獻 21
附錄A 22
附錄B 23
附錄C 24
15000字
摘要：隨著人們經(jīng)濟、生活水平的提高以及社會交往圈子的不斷擴大，中國的通信行業(yè)經(jīng)歷了迅猛的發(fā)展。與此同時，電信體制的改革以及4G時代的來臨，亦使得通信市場的競爭越加激烈。為了生存和發(fā)展，中國國內(nèi)的通信運營商采取各種手段來尋求競爭優(yōu)勢。其中，企業(yè)的服務質(zhì)量已經(jīng)越來越受到各運營商的重視，提高服務質(zhì)量成為運營商們增強其競爭優(yōu)勢的一種有效手段。
本文從服務質(zhì)量理論與模型出發(fā)，針對通信行業(yè)的特點，以常州電信中高端客戶群體為研究對象，對該客戶群體的服務體系中服務質(zhì)量現(xiàn)狀進行了研究。本論文主要的研究思路如下：首先，對服務質(zhì)量的概念、理論模型進行闡述，并且對常州電信中高端客戶服務質(zhì)量的現(xiàn)狀進行分析；其次，基于服務質(zhì)量差距模型建立公司中高端客戶服務質(zhì)量指標體系，運用問卷調(diào)查和人員訪談相結合的研究方法，收集整理相關數(shù)據(jù)；同時，根據(jù)調(diào)查所得數(shù)據(jù)對常州電信中高端客戶服務方面所存在的問題進行深入的分析；最后，有針對性地提出關于常州電信中高端客戶服務質(zhì)量提升的對策。
本文希望通過對這一系列問題進行深入的研究，為公司提出切實有效的建議以及改善措施，從而促進常州電信在中高端客戶的服務質(zhì)量方面有進一步的發(fā)展。
關鍵詞： 常州電信 中高端客戶 服務質(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 研究背景與問題的提出 1
1.2 服務質(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服務現(xiàn)狀 5
2.1 常州電信概況 5
2.2 常州電信中高端客戶的基本情況分析 5
2.3 常州電信中高端客戶的服務策略 6
第三章 常州電信中高端客戶服務質(zhì)量調(diào)查 7
3.1 調(diào)查方案和樣本選取 7
3.2 服務質(zhì)量指標體系 7
3.3 指標定量分析 9
3.4 服務質(zhì)量上主要存在的問題 14
第四章 常州電信中高端客戶服務質(zhì)量提升對策 16
4.1 優(yōu)化服務標準 16
4.2 加強營業(yè)廳標準化 16
4.3 加強員工培訓 17
4.4 舉辦有吸引力的促銷活動 17
4.5 樹立跟蹤服務意識 18
4.6 提供差異化服務 19
4.7 小結 19
致 謝 20
參考文獻 21
附錄A 22
附錄B 23
附錄C 24
