关于固话查询业务的客户满意度分析——以沈阳市114查号服务台为例

以服务利润链理论为引导,彰显客户满意度理论的重要性。在此基础上运用SPSS实用统计软件中的数据分析方法,调研了沈阳市114查号服务台的客户满意度状况,分析了沈阳市114查号服务台客户满意度的维度及其相关性,提炼出影响客户是否满意的最重要因素——服务质量,探寻了我国固话业务业绩发展的主要驱动因素。最后,结合现状探索性的提出相应的改进服务质量的几点建议。

Analysis of Consumer Satisfactional Research about Fixed Phone Inquiry Service——taking the case of Shenyang 114 directory service

It point that the importance of the customer satisfaction research theory by the introduction the theory of service profit chain.Base on this,through customer satisfication research of Shenyang 114 directory service,analysing the dimension and relevance of that,and then refining the most important factor--service quality,which influences the customer satisfactional research;at last,dealing with main driving factors of the performance variation in domestic fixed phone inquiry service and tentatively develops...