本文選題：顧客滿意度　切入點(diǎn)：電信運(yùn)營商　出處：《電子科技大學(xué)》2012年博士論文

【摘要】：近年來，移動(dòng)互聯(lián)網(wǎng)的飛速發(fā)展給全球電信行業(yè)注入了新的活力，隨著用戶個(gè)性化需求的不斷提升，電信運(yùn)營商的發(fā)展可謂是機(jī)遇與挑戰(zhàn)并存。一方面，用戶個(gè)性化需求的不斷提升，給電信運(yùn)營商的新業(yè)務(wù)發(fā)展帶來巨大空間，形成新的利潤增長點(diǎn)；另一方面，用戶個(gè)性化需求的不斷提升，對電信運(yùn)營商的網(wǎng)絡(luò)質(zhì)量、業(yè)務(wù)支撐和服務(wù)水平都提出了新的要求，換而言之，就是提升顧客滿意度的問題。顧客滿意度一直是學(xué)術(shù)界研究的重點(diǎn)課題，但其是否會(huì)成為電信運(yùn)營商發(fā)展過程中的瓶頸尚無定論，這正是本文所要解決的實(shí)際問題。 本文以顧客滿意度和電信運(yùn)營商競爭優(yōu)勢為研究對象，在討論了研究背景與研究意義之后，通過大量的顧客滿意度和競爭優(yōu)勢相關(guān)文獻(xiàn)回顧，分析了當(dāng)前顧客滿意度與競爭優(yōu)勢的定義及測量方法，同時(shí)構(gòu)建了電信顧客滿意度與運(yùn)營商競爭優(yōu)勢關(guān)系的理論模型。在此基礎(chǔ)上，本文以四川聯(lián)通的真實(shí)經(jīng)營數(shù)據(jù)和滿意度測評數(shù)據(jù)為支撐，實(shí)證分析電信顧客滿意度與電信運(yùn)營商競爭優(yōu)勢之間的關(guān)系，驗(yàn)證理論關(guān)系模型的成立，并進(jìn)一步研究中國聯(lián)通近年來競爭優(yōu)勢的變化情況，同時(shí)分析了顧客滿意度變化對競爭優(yōu)勢產(chǎn)生的影響，最后本文在理論研究的基礎(chǔ)行提出了基于顧客滿意度的中國聯(lián)通競爭優(yōu)勢提升路徑。 本文的研究結(jié)論表明，顧客滿意度是影響電信運(yùn)營商競爭優(yōu)勢變化的重要因素。在其他影響因素控制不變的情況下，顧客滿意度對競爭優(yōu)勢有較為顯著的正向影響。當(dāng)顧客滿意度值較高時(shí)，運(yùn)營商的競爭優(yōu)勢也會(huì)相應(yīng)較高，反之亦然。以中國聯(lián)通為例，，顧客滿意度及其各項(xiàng)影響因素對其競爭優(yōu)勢及其二級指標(biāo)有不同程度的相關(guān)性。為此，要提升中國聯(lián)通的競爭優(yōu)勢，必須提高中國聯(lián)通的顧客滿意度及其品牌形象、顧客感知質(zhì)量和感知價(jià)值等滿意度影響因素。
[Abstract]:In recent years, the rapid development of the mobile Internet has injected new vitality into the global telecommunications industry. With the continuous improvement of the personalized needs of users, the development of telecom operators can be described as opportunities and challenges. On the one hand, The unceasing improvement of user's individualized demand brings huge space to the new business development of telecom operators, and forms a new profit growth point. On the other hand, the continuous improvement of user's individualized demand has a great impact on the network quality of telecom operators. Business support and service level both put forward new requirements, in other words, the issue of improving customer satisfaction. Customer satisfaction has been the focus of academic research. However, whether it will become the bottleneck in the development of telecom operators has not yet been decided, which is the practical problem to be solved in this paper. This paper takes customer satisfaction and telecom operators' competitive advantage as the research object, after discussing the research background and significance, through a large number of customer satisfaction and competitive advantage related literature review. This paper analyzes the definition and measurement methods of customer satisfaction and competitive advantage, and constructs the theoretical model of the relationship between telecom customer satisfaction and operators' competitive advantage. Based on the real management data and satisfaction evaluation data of Sichuan Unicom, this paper empirically analyzes the relationship between telecom customer satisfaction and telecom operators' competitive advantage, and verifies the establishment of theoretical relationship model. And further study the changes of China Unicom's competitive advantage in recent years, and analyze the influence of the change of customer satisfaction on the competitive advantage. Finally, this paper puts forward a path to enhance China Unicom's competitive advantage based on customer satisfaction. The conclusion of this paper shows that customer satisfaction is an important factor influencing the change of telecom operators' competitive advantage. Customer satisfaction has a significant positive impact on competitive advantage. When customer satisfaction value is higher, operators' competitive advantage will be higher, and vice versa. Take China Unicom as an example, Customer satisfaction and its influencing factors have different correlations to its competitive advantage and its secondary index. Therefore, in order to enhance the competitive advantage of China Unicom, it is necessary to improve the customer satisfaction and brand image of China Unicom. Customer perceived quality and perceived value and other satisfaction factors.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級別】：博士
【學(xué)位授予年份】：2012
【分類號(hào)】：F274;F626

【引證文獻(xiàn)】

相關(guān)碩士學(xué)位論文 前2條

1 李艷鈺;超細(xì)顆粒對鉆井液性能的影響[D];東北石油大學(xué);2013年

2 龐加菊;基于顧客價(jià)值創(chuàng)新的電信運(yùn)營商競爭力研究[D];電子科技大學(xué);2013年

本文編號(hào)：1660881