| 基于流程的宽带接入服务顾客满意关键因素研究 |
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| 引用本文： | 赵辉,李海军.基于流程的宽带接入服务顾客满意关键因素研究[J].科技与管理,2008,10(4):42-45. |
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| 作者姓名： | 赵辉 李海军 |
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| 作者单位： | 1. 浙江林学院,经济管理学院,浙江,临安,311300
2. 浙江电信临安分公司,浙江,临安,311300 |
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| 摘 要： | 把宽带接入服务流程分为业务宣传、售前咨询、业务注册、资费支付、软硬件安装、报障受理、故障解决等环节;通过在线调查,收回411份有效问卷,经过分析各环节的满意度与重要性差距、满意度数值和非常满意顾客所占比例,并对各环节的满意度与总顾客满意度进行相关分析和回归分析,最终确定出影响宽带接入服务顾客满意的5个关键因素,电信企业应该及时采取相应对策。
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| 关 键 词： | 宽带接入 服务质量 顾客满意 服务流程 |
Research on key factors affecting customer satisfaction in broadband access service based on business process |
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| ZHAO Hui,LI Hai-jun.Research on key factors affecting customer satisfaction in broadband access service based on business process[J].Science-Technology and Management,2008,10(4):42-45. |
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| Authors: | ZHAO Hui LI Hai-jun |
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| Institution: | ZHAO Hui, LI Hai-jun ( 1. School of Economics ＆ Management, Zhejiang Forestry University, Lin＇ an 311300, China; 2. Zhejiang Telecom Lin＇ an Branch, Lin＇ an 311300, China ) |
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| Abstract: | Broadband access service involves the process of business publicity,pre-sales consulting,business registration, payment of fees, hardware and software installation, fault acceptance, fault repair, etc. Through online survey this research receives 411 valid questionnaires,compares the importance-satisfaction gaps,the satisfaction value and the proportion of customers＇ satisfaction with each variable, then makes correlation analysis and regression analysis between satisfaction value of each variable and general satisfaction value, finally identifies 5 variables as key factors influencing customer satisfaction of broadband access service. The telecommunications enterprises should take measures relevant to the key factors to improve customer satisfaction. |
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| Keywords: | broadband access service quality customer satisfaction service process |
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