通信运营企业客户服务质量的价值评估研究

The Research of Evaluation of Customer Service Quality in Telecommunication Enterprise

本文拟通过顾客满意度测评,对通信服务企业的服务质量进行量化评估;并结合因素重要性推导模型,判断目前服务质量中急需改进的因素,以便提高企业服务质量。

This paper evaluates customer service quality by the degree of customer satisfaction in telecommunication enterprise; and decides which are the most important factors in service quality by model of factor importance.