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-《集美大学学报》（哲社版）

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1; 2; 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-xian1; 2; LV Qing-hua1; YANG 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)

Keywords:: telecom enterprise; group customers’ satisfaction; influencing factors; empirical study

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.