网通顾客满意度测评报告.doc

摘要: 本文满意该共分分别顾客满意度理论基础顾客满意度测评分析通过对顾客满意度测评研究顾客满意和顾客忠诚实施顾客满意经营战略关键词满意度According to the process of evaluating customer satisfaction, this article mainly narrates the entire process and the result of evaluation, unifying the form with the theory and the analysis report. This report, divided into four chapters altogether, separately introduces as follows: the basic situation of Zhenjiang Netcom, the theoretical foundation of customer satisfaction, the customer satisfaction report analysis of Zhenjiang Netcom as well as the suggestion to improve continuously. Through the analysis research about the customer satisfaction of Zhenjiang Netcom, the author has given the suggestion to Zhenjiang Netcom about how to cultivate organization culture on the management of customer satisfaction and make with the management strategy that the customer is for the center as well as offer suggestions with customers good communicated channel. The author also advises the company to unceasingly improve product quality, increase the service depth and the breadth and offer the more additional value to users, so as to provide the basis for enhancing the customer satisfaction and the customer loyalty of Zhenjiang Netcom, and implementing the management strategy of customer satisfaction. Key words: satisfaction; loyalty; the Zhenjiang Netcom; 目录 前言 1 第一章顾客满意度理论基础 2 一、定义 2 二、理论模型 2 三、衡量工具 3 四、顾客满意度测评的意义 4 第二章镇江网通顾客满意度测评报告 5 一、测评项目的研究设计 5 二、测评项目分析 9 三、调查结论 17 第三章持续改进建议 20 参考文献 24 附件 25 附件一：顾客满意度调查问卷 25 附件二：顾客满意度指标重要性调查问卷 27 附件三：编码说明 28 附件四：样本情况 31 镇江网通顾客满意度测评报告 前言 中国网络通信集团公司（简称中国网通）是根据国务院《电信体制改革方案》，在原中国电信集团公司所属北方10省（区、市）电信公司、中国网络通信（控股）有限公司、吉通通信有限责任公司基础上，于2002年5月16日组建成立的国有大型企业集团。2004年，中国网络通信集团公司在纽约、香港成功上市，并成为了北京2008年奥运会固定通信服务合作伙伴。中国网络通信集团公司江苏省分公司（简称江苏网通）是中国网通在江苏设立的省级分支机构，经江苏省通信股份有限公司、网通（控股）江苏分公司、吉通江苏分公司三方融合重组，于2004年7月正式成立。目前，江苏网通共设南京、苏州、无锡、常州、镇江、扬州、泰州、南通、淮安、宿迁、徐州、盐城、连云港13个分公司和13个县级分公司江苏网通分公司主要经营国内、国际各类固定电信网络与设施（含本地无线环路业务）；经营基于固定电信网络的语音、数据、图像以及多媒体通信与信息服务业务；经营与通信及信息业务相关的系统集成、技术开发、技术服务、信息咨询、设备销售、设