基于ACSI的电信内容增值服务的用户满意度模型及其影响因素研究

Study of CVAS Customer Satisfactory Model and Influence Factors Based on ACSI

随着全业务运营商的形成,电信内容增值服务已经成为运营商提高用户价值和营运收入的主要手段。结合ACSI模型,构建电信内容增值服务用户满意度模型,并着重从运营商角度对影响用户满意度的通信网络、内容产品、价格因素、渠道服务、宣传促销和运营商声誉6方面因素进行深入分析,为发展内容服务产业奠定基础。

Content Value Added Servic （CVAS） is the main method for communication operator to enhance the subscriber value and the income under the circumstance of high marcket penetration. Combined with ACSI model, this paper constructs a CVAS customer satisfactory model and analyzes the influence factors from six aspects of channel, price, reputation of operator, promotion, content product and communication net.