摘 要：近年来，客户满意度越来越受到移动通信行业的关注。移动通信企业的业务核心在于服务客户，因此客户满意度的高低很大程度上决定了企业效益的好坏。与此同时，流动人口与在校新生成为了现代移动通信企业新增用户的主要来源，尤其是在校学生，他们的移动通信消费更具有聚集性，因此，校园市场受到各大运营商的关注。本文以联通淮安的校园业务为研究对象，通过对其校园业务用户的研究，以客户满意度理论知识为指导，结合移动通信行业的具体情况设计问卷并进行调查，以实际结果了解淮安联通校园用户的客户满意度情况，通过对问卷结果进行科学分析，找出存在的问题，提出相应对策，帮助该公司提高客户满意度。

关键词：淮安联通公司，校园用户，客户满意度

Abstract:In recent years, customer satisfaction has attracted more and more attention from the mobile communication industry. The business core of mobile communication enterprises is to serve customers. So the level of customer satisfaction determines the enterprise benefits. At the same time, The floating population and the new students have become the main source of new users in mobile communication, especially the students at school. Their mobile communication consumption is more concentrated, Therefore, the campus market has attracted the attention of theoperators. This article mainly takes the Huaian Unicom campus business as the research object, through the research on the campus users, guided by the knowledge of customer satisfaction, Design the questionnaire according to the specific situation of the industry, To understand the actual results of huaian unicom campus customer satisfaction, through the scientific analysis of the results of the questionnaire, to find out the existing problems, and put forward the countermeasures to help the company to improve customer satisfaction.

Key words:huaian unicom, campus users, customer satisfaction

目录

1  引言 3

2  客户满意度相关理论及研究方法 3

2.1  客户满意度定义 3

2.2  客户满意度模型 3

2.3  客户满意度评价指标 4

2.4  研究方法 5

3 淮安联通校园用户客户满意度现状 5

3.1  中国联通公司现状 5

3.2  淮安联通校园用户客户满意度现状 5

4 淮安联通校园用户客户满意度调查 6

4.1  淮安联通校园用户客户满意度模型构建 6

4.2  淮安联通校园用户客户满意度评价指标构建 6

4.3 问卷设计与数据采集 8

5 淮安联通校园用户客户满意度分析 10

5.1  客户期望分析 10

5.2  客户感知价值分析 11

5.3  客户忠诚现状分析 14

5.4  客户期望与客户感知价值分析概括 14

6  淮安联通校园业务实现客户满意度存在的问题 15

6.1  校园业务品牌吸引力较低，宣传力度较小 15

6.2  产品质量存在问题，通信质量存在问题