發(fā)布時(shí)間：2018-05-19 13:35

  本文選題：中國(guó)電信 + 政企客戶(hù)��； 參考：《湖南大學(xué)》2012年碩士論文

【摘要】：2002年岳陽(yáng)電信分公司政企客戶(hù)部成立，這標(biāo)志著岳陽(yáng)通信市場(chǎng)競(jìng)爭(zhēng)焦點(diǎn)從以前的單一強(qiáng)調(diào)用戶(hù)發(fā)展、規(guī)模擴(kuò)張向保有與爭(zhēng)取高端優(yōu)質(zhì)客戶(hù)轉(zhuǎn)變。2008年我國(guó)電信業(yè)重組，電信運(yùn)營(yíng)業(yè)的全業(yè)務(wù)時(shí)代降臨。中國(guó)移動(dòng)、中國(guó)聯(lián)通增強(qiáng)了在政企集團(tuán)市場(chǎng)的話(huà)語(yǔ)權(quán)，同時(shí)借助個(gè)人移動(dòng)通信市場(chǎng)的先發(fā)優(yōu)勢(shì)著力提升其在政企市場(chǎng)的占有率。三家通信運(yùn)營(yíng)商爭(zhēng)相開(kāi)發(fā)政企客戶(hù)市場(chǎng)，在用戶(hù)規(guī)模發(fā)展與市場(chǎng)份額搶奪上不遺余力，，政企市場(chǎng)競(jìng)爭(zhēng)愈演愈烈.如何從客戶(hù)角度出發(fā)提升政企客戶(hù)服務(wù)質(zhì)量，以開(kāi)發(fā)和保有新老客戶(hù)成為中國(guó)電信湖南岳陽(yáng)分公司當(dāng)前重點(diǎn)工作。 本文以政企客戶(hù)服務(wù)產(chǎn)品及其服務(wù)質(zhì)量分析為基礎(chǔ)，結(jié)合岳陽(yáng)電信實(shí)際狀況，對(duì)政企客戶(hù)服務(wù)質(zhì)量差距模型進(jìn)行解析，對(duì)岳陽(yáng)電信的政企客戶(hù)進(jìn)行深度訪(fǎng)談確定服務(wù)熱點(diǎn)問(wèn)題，以此為依據(jù)修訂了SERVQUAL量表的21個(gè)因子，設(shè)計(jì)調(diào)查問(wèn)卷，并向200家選取的政企客戶(hù)進(jìn)行了調(diào)查。對(duì)樣本數(shù)據(jù)進(jìn)行分析后，得到政企客戶(hù)對(duì)岳陽(yáng)電信的服務(wù)質(zhì)量評(píng)價(jià)。評(píng)價(jià)結(jié)果說(shuō)明客戶(hù)對(duì)所調(diào)查的21個(gè)問(wèn)題高度認(rèn)同，對(duì)岳陽(yáng)電信的服務(wù)期望較高。而岳陽(yáng)電信政企服務(wù)質(zhì)量存在諸多問(wèn)題，客戶(hù)服務(wù)質(zhì)量期望與感知差值較大�；跍y(cè)量結(jié)果進(jìn)一步剖析當(dāng)前政企客戶(hù)服務(wù)質(zhì)量存在的難點(diǎn)熱點(diǎn)問(wèn)題，并提出針對(duì)性改進(jìn)措施。 通過(guò)上述研究，本文可采用科學(xué)的測(cè)評(píng)體系來(lái)客觀(guān)評(píng)價(jià)岳陽(yáng)電信政企客戶(hù)服務(wù)狀況，準(zhǔn)確查找問(wèn)題根源并對(duì)癥下藥，對(duì)提升政企客戶(hù)服務(wù)質(zhì)量的總思路與具體規(guī)劃提供參考意見(jiàn)。研究數(shù)據(jù)與素材均取至于實(shí)際客戶(hù)與一線(xiàn)員工，對(duì)于推動(dòng)政企客戶(hù)服務(wù)具有實(shí)踐意義。
[Abstract]:In 2002, the government and enterprise customer department of Yueyang Telecom Branch was established, which indicates that the competition focus of Yueyang telecom market has changed from a single emphasis on user development and scale expansion to retaining and winning over high-end and high-quality customers. In 2008, China's telecommunications industry was reorganized. The whole service era of telecommunication business is coming. China Mobile and China Unicom have strengthened their voice in the government and enterprise group market, while using the first-mover advantage of the personal mobile communication market to enhance their share of the government and enterprise market. The three telecom operators scramble to develop the customer market of government and enterprise, and spare no effort in the development of user scale and market share, and the market competition between government and enterprise becomes more and more fierce. How to improve the customer service quality from the customer's point of view and to develop and retain the old and new customers has become the key work of Hunan Yueyang Branch of China Telecom. Based on the analysis of the customer service products and service quality of the government and enterprise, combined with the actual situation of Yueyang Telecom, this paper analyzes the gap model of the customer service quality between the government and the enterprise, and makes in-depth interviews with the customers of the government and enterprise of Yueyang Telecom to determine the hot issues of service. Based on this, 21 factors of SERVQUAL scale were revised, questionnaires were designed, and 200 government enterprise clients were investigated. After analyzing the sample data, we get the evaluation of the service quality of Yueyang Telecom. The evaluation results show that customers highly agree with the 21 questions investigated and expect the service of Yueyang Telecom. There are many problems in the service quality of Yueyang Telecom, and the difference between customer service quality expectation and perception is great. Based on the measurement results, this paper further analyzes the hot and difficult problems existing in the customer service quality of government and enterprises, and puts forward the corresponding improvement measures. Through the above research, this paper can use the scientific evaluation system to objectively evaluate the customer service situation of Yueyang telecom government and enterprise, find the root of the problem accurately and give the right remedy to the case. To improve the quality of government-enterprise customer service general ideas and specific planning to provide reference. Research data and materials as for actual customers and front-line staff, to promote government-enterprise customer service has practical significance.
【學(xué)位授予單位】：湖南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2012
【分類(lèi)號(hào)】：F274;F626

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