固定通信行业大客户满意度影响因素差异性研究

夏柏涛

doi:10.11959/j.issn.1000-0801.2016191

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固定通信行业大客户满意度影响因素差异性研究

运营技术广角 | 更新时间：2024-06-05

- 固定通信行业大客户满意度影响因素差异性研究
- Research on differentiation of influential factors of key account satisfaction in fixed communication industry
- 电信科学 2016年32卷第7期页码：152-165
- 作者机构：
- 作者简介：
  
  [ "夏柏涛，男，中国联合网络通信有限公司联通信息导航有限公司总经理。" ]
- 基金信息：
- DOI：10.11959/j.issn.1000-0801.2016191
  中图分类号： F626
- 网络出版日期：2016-07，
  
  纸质出版日期：2016-07-15
- 稿件说明：
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夏柏涛. 固定通信行业大客户满意度影响因素差异性研究[J]. 电信科学, 2016,32(7):152-165.

Botao XIA. Research on differentiation of influential factors of key account satisfaction in fixed communication industry[J]. Telecommunications science, 2016, 32(7): 152-165.
夏柏涛. 固定通信行业大客户满意度影响因素差异性研究[J]. 电信科学, 2016,32(7):152-165. DOI： 10.11959/j.issn.1000-0801.2016191.

Botao XIA. Research on differentiation of influential factors of key account satisfaction in fixed communication industry[J]. Telecommunications science, 2016, 32(7): 152-165. DOI： 10.11959/j.issn.1000-0801.2016191.

摘要

在已有满意度研究成果的基础上，借鉴某运营商连续5年的大客户满意度测评结果，建立了CNCCSI模型研究固定通信行业大客户的满意度影响因素。通过对满意度影响因素、行业特征指标的多指标聚类分析，探讨了固定通信行业大客户的细分方法，并利用聚类技术将11个行业归为4类客户群，分析每一类群体的需求特征、关注因素及满意度。最后针对某运营商现有大客户营销服务现状分析存在的问题，提出了营销体系的改进建议。

Abstract

Based on the existing findings of previous customer satisfaction studies and a telecom operator's key account satisfaction assessment results of 5 consecutive years

CNCCSI model was established to study influential factors of key accounts in fixed communication industry.Methods were discussed to segment key accounts in fixed communication industry through multiple indicator cluster analysis of influential factors of satisfaction and industry characteristic indicators.Clustering technology was used to divide 11 industries into 4 customer segments and demand character

concerned factors and satisfaction of each segment were analyzed.Aiming at a telecom operator's problems of present marketing service analysis of key accounts

improvement suggestions of market system were put forward.

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Keywords

references

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