电信服务质量评价指标体系与研究方法初探

Discussion on Index System and Analysis Method of Telecom Service Quality Evaluation

随着改革的推进,电信市场竞争越来越激烈,各电信企业都在努力提高消费者的满意度以提高其市场竞争力。文章从消费者可感知的角度,研究如何制定一套科学的评价指标体系和分析方法,帮助企业确定消费者最关注的因素,以制定相应措施,提高消费者满意度。

With the advancing of reform, and more and more furious competition, telecom enterprises are all making efforts to raise consumer＇s satisfaction to enhance their market competition. In perspective of consumer＇s sence, this paper does research on how to make a set of reasonable and scientific evaluation index systems and analysis methods, which can help enterprises raise consumer＇s satisfaction by confirming consumer＇s most concerned factors and making corresponding messures.