|本期目录/Table of Contents|

[1]王子贤,吕庆华,杨晓青.电信业集团客户满意度的关键影响因素研究——基于泉州联通公司的调研数据[J].集美大学学报(哲学社会科学版),2015,18(02):67-73.
 WANG Zi-xian,LV Qing-hua,YANG Xiao-qing.On the Key Influencing Factors for Group Customers’ Satisfaction with Telecom Enterprises——Based on the Data of Quanzhou Unicom[J].philosophy&social sciences,2015,18(02):67-73.
点击复制

电信业集团客户满意度的关键影响因素研究——基于泉州联通公司的调研数据()
分享到:

《集美大学学报》(哲学社会科学版)[ISSN:1006-6977/CN:61-1281/TN]

卷:
18
期数:
2015年02期
页码:
67-73
栏目:
出版日期:
2015-04-28

文章信息/Info

Title:
On the Key Influencing Factors for Group Customers’ Satisfaction with Telecom Enterprises——Based on the Data of Quanzhou Unicom
作者:
王子贤12吕庆华1杨晓青3
(1.华侨大学工商管理学院,福建 泉州 362000;2.闽南师范大学 商学院,福建 漳州 363000;3泉州联通城区分公司,福建 泉州 362000)
Author(s):
WANG Zi-xian12LV Qing-hua1YANG Xiao-qing3
(1. School of Business Administration, Huaqiao University, Quanzhou 362000, China; 2. School of Economics, Minnan Normal University, Zhangzhou 363000, China;3. Quanzhou Unicom City Branch, Quanzhou 362000, China)
关键词:
电信企业集团客户满意度影响因素实证
Keywords:
telecom enterprise group customers’ satisfaction influencing factors empirical study
分类号:
-
DOI:
-
文献标志码:
A
摘要:
集团客户是电信企业收入的最重要来源,亦是电信企业争相抢夺的战略资源。为研究电信企业集团客户满意度的关键影响因素,通过源自泉州联通公司的调研数据进行实证研究,研究结果显示:新增业务及办理、客户服务热线、企业文化和品牌塑造对电信企业集团客户的满意度有显著影响。基于上述关键影响因素,针对性提出提高电信企业集团客户满意度的策略建议。
Abstract:
Group customers are the most important source of income for telecom enterprises, and therefore they are the strategic resources telecom enterprises fight for. For the study of the key influencing factors for group customers’ satisfaction with telecom enterprises, an empirical study was conducted based on the data of Quanzhou Unicom. The results showed that new business and processing, customer service hotline, enterprise culture and brand image were the most outstanding influencing factors. Based on the key factors above, suggestions targeting to promote group customers’ satisfaction are put forward.

参考文献/References:

相似文献/References:

备注/Memo

备注/Memo:
更新日期/Last Update: 2015-12-31