3G背景下的中國移動(dòng)顧客關(guān)系與滿意度測評研究.pdf

1、分類號:UDC密級:學(xué)號:4()54()2809()52側(cè)共旦刁一亡當(dāng)!刊巨日、.寸研究生學(xué)位論文3G背景下的中國移動(dòng)顧客關(guān)系與滿意度測評研究StudyonCustomerRelationshiPandCustomerSatisfactionofChinaMobileunderthebaekgroundof3G谷靖雯培養(yǎng)單位(院、系):經(jīng)濟(jì)與竹理學(xué)院指導(dǎo)教師姓名、職稱:徐志副教授中請學(xué)位的學(xué)科門類:經(jīng)濟(jì)學(xué)學(xué)科專業(yè)名稱:數(shù)量經(jīng)濟(jì)學(xué)論文答辯

2、日期:2011年12月3日答辯委員會主席:評閱人:年月臼AbstraetABSTRACTAftertheteleeomindustryreorganizationofChinain2008，noton]ytheIndustryPolicyandtheeomPetitionsituationhashadthetremendouschange，moreimPortantly，customershavehadaneweonsumerPsyeh

3、ologyandeonsumerbehaviorbasedonthe3Gteehnology.Obviously，thiskindofchangeaffeetedthemtoPurehasetheservieeandtheProductProvidedbytheTeleeomOPerators.Therefe.tesearehtheeustomersatisfaetionunderthenewenvironmentoftheteleco

4、mindustry15imPortanttoChinaMobile.ThePaPerhasanalyzedthenewcomPetitionenvironmentoftheteleeomindustry.FromthePersPeetiveofChinaMobiletoobservethemarket.analyzesthethehorizontaleomPetition5ituationandvertiealcomPetitionsi

5、tuation.ThenwediscoveredthatChinaMobilefacesaseriouseomPetition.50weeanknowthattheeustomersatisfaetion15neeessarytoberesearehed.50，weanalyzedtheehangeoftheIndustryeharacteristicsandconsumerbehavior，andfoundoutthefaetorst

6、hataffectcustomersatisfaetion.WhenwecomParedtheevaluationmodelofeustomersatisfaetion，wefoundthatBPneuralne枷orkeane旋etivelysimulatethecustomerevaluationProcess.InthisPaPer，weuseBPneuralnetworktoanalyzethedatafromthequesti

7、onnaire.FromtheviewofTeleeomOPerators，andusetheSOMnetworktoanalyzetheservieesofChinaMobileffurtherdiseussion.ThePointofviewandconelusionsinthisPaPerhavePraetical5ignificancefChinaMobiletoenhaneethebusinessserviees.streng