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大学生对中国移动公司满意度的调查分析(XX学院为例).doc

资料分类:财务管理 高级会员(学大教育)提供原创论文资料更新时间:2016-10-01
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摘要:经过多年的建设和发展,中国移动公司已发展成一个覆盖面广,通信质量高,业务丰富,服务水平一流的公司。但是随着企业竞争加剧,顾客需求的提高,中国移动提供给顾客的服务是否达到人们的要求,顾客满意度有多高是一个需要重视的问题。大学生是一个特殊的群体,对移动数据业务需求很大,对中国移动公司来说是一个很大的客户群,大学生对中国移动公司满意度的研究是必要的。

   本文采用概率抽样中的简单随机抽样方法,在红河学院大学生中发放问卷,得到大学生对中国移动公司满意度的数据,对数据整理得出学生对中国移动提供的业务和服务各方面的满意度,学生对网络及业务质量方面的满意度较高,在通话清晰度、缴费便捷性和欠费停机提早通知方面的满意度是最高的,在促销和营业厅方面的评价一般的占了大部分,话费方面的评价是比较低的,中国移动公司需要进一步完善。再对学生提出的建议进行整理可以得出:学生希望收费有所降低、话费信息明细度能更清晰、开设亲情套餐、服务人员态度有所改善等。最后得出大学生对中国移动公司的整体满意度,并根据调查结果和前人研究结果对中国移动公司提出降低漫游收费、改善话费查询系统、增加优惠套餐、培训服务人员等可行性建议。

关键词:中国移动;大学生;满意度;建议

 

ABSTRACT:Through many years of construction and development, China mobile, the company has built a wide coverage, high communication quality, rich business, service level first-class company. Along with the enterprise competition, increase in consumer demand, China mobile is the service provided to customers meet people's requirements, customer satisfaction, how high is a question that needs attention. College students are a special group, Demand for mobile data services is very big, For China mobile company is a large customer base, College students of China mobile company satisfaction research is necessary.

   This article adopts the method of probability sampling in simple random sampling, In the Honghe University students questionnaire, Get satisfaction, college students of China mobile company, On the data obtained the student to the China mobile to provide business and service all aspects of satisfaction, The student to the network and service quality satisfaction is higher, Pay the call of clarity, ease owe downtime notify satisfaction is highest, In the promotion of the evaluation generally accounted for most of the business hall, Evaluation is relatively low in cost, China mobile, the company needs to further perfect. Sorting can draw on advice from the students, the students hope to charge, the phone information detail can be more clear, open feeling pro packages, service attitude has improved and so on. Finally concluded that college students overall satisfaction of China mobile company, According to the results of the survey and previous research results on the China mobile company to put forward feasible suggestions, For instance reduce roaming fees, improve cost query system, increase the discount package, training service personnel, etc.

Keywords: CMCC; College Students; Satisfaction; Recommendations

 

论文资料贡献者对本文的描述:本文采用概率抽样中的简单随机抽样方法,在红河学院大学生中发放问卷,得到大学生对中国移动公司满意度的数据,对数据整理得出学生对中国移动提供的业务和服务各方面的满意度......
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