基于TCSI的电信大客户满意度测量及营销对策  

On marketing countermeasures and measurement of major telecomm customer satisfaction based on TCSI model

作　　者：张权[1] 

机构地区：[1]西安邮电学院经济与管理学院,陕西西安710061

出　　处：《西安邮电学院学报》2011年第6期65-68,共4页Journal of Xi'an Institute of Posts and Telecommunications

基　　金：国家自然科学基金资助项目(70672109);陕西省教育厅专项科学研究项目(11JK0066);西安邮电学院中青年教师科研重点基金资助项目(ZL2010-10)

摘　　要：通过客户满意度TCSI模型对某省电信企业的大客户满意度及忠诚度进行量表调研及统计分析,发现满意度对忠诚度具有很强的影响,运用满意度———影响力矩阵方法分析电信各项服务满意度对总体大客户满意度的影响,发现计费、缴费服务成为提升大客户满意度的关键改进项目。基于此,提出两项建议:一是严格规范电信的后台计费与缴费服务;二是加强电信网络运营的维护与提高通讯网络质量。The essay carries on an investigation on major customer satisfaction and loyalty of telecommunication companies in some provinces based on TCSI model of customer satisfaction,and finds that satisfaction has strong influence on major customer loyalty.By the satisfaction-influence matrix method,it analyzes the impact of each telecom service satisfaction on the overall satisfaction for major customer,and found that billing and payment service were key factors that need to be improved to enhance customer satisfaction.Based on this,it presents two proposals： firstly,strictly regulate the telecommunications billing and payment services;secondly,strengthen operators＇ maintenance of telecommunications network and enhance the quality of the communication network.

关 键 词：电信大客户 满意度 电信网络 

分 类 号：F713.50[经济管理—市场营销]