Telecommunications Science ›› 2016, Vol. 32 ›› Issue (7): 152-165.doi: 10.11959/j.issn.1000-0801.2016191
• Operating technology wide-angle • Previous Articles Next Articles
Botao XIA
Online:
2016-07-20
Published:
2017-04-26
Botao XIA. Research on differentiation of influential factors of key account satisfaction in fixed communication industry[J]. Telecommunications Science, 2016, 32(7): 152-165.
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满意度关键影响指标 | 业务需求指标 | 消费行为指标 | |
满意度指数指标 | 满意度得分指标 | ||
企业形象感知指数 | 企业形象感知 | 固定电话 | 固定电话收入 |
服务态度感知指数 | 服务质量感知 | DDN | DDN收入 |
服务质量感知指数 | 服务态度感知 | FR | FR收入 |
通信质量感知指数 | 通信质量感知 | ATM | ATM收入 |
通信价值感知指数 | 通信价值感知 | 出租数字电路 | 出租数字电路收入 |
品牌的感知指数 | 品牌的感知 | 互联网接入总宽带 | 互联网接入业务收入 |
企业的社会形象指数 | 企业的社会形象 | ||
员工的整体素质指数 | 员工的整体素质 | ||
营业厅员工指数 | 营业厅员工态度 | ||
大客户经理指数 | 大客户经理服务态度 | ||
客户服务中心指数 | 客户服务中心服务态度 | ||
信息获取与咨询指数 | 信息获取与咨询 | ||
业务办理指数 | 业务办理 | ||
交费感知指数 | 交费感知 | ||
故障处理指数 | 故障处理 | ||
业务响应指数 | 业务响应 | ||
固定电话感知指数 | 固定电话感知 | ||
数字数据业务通信质量指数 | 数字数据业务通信质量 | ||
互联网业务指数 | 互联网业务 | ||
业务资费指数 | 业务资费 | ||
增值业务指数 | 增值业务 | ||
客户关怀指数 | 客户关怀 |
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聚类组 | 最关注的3个指标 | 最不关注的3个指标 | 最满意的3个指标 | 最不满意的3个指标 |
聚类组1 | 大客户经理 | 企业形象感知 | 信息获取与咨询 | 增值业务 |
增值业务 | 信息获取与咨询 | 业务办理 | 业务资费 | |
员工的整体素质 | 故障处理 | 固定电话感知 | 品牌感知 | |
聚类组2 | 营业厅员工 | 品牌感知 | 固定电话感知 | 客户关怀 |
客户关怀 | 故障处理 | 交费感知 | 企业的社会形象 | |
企业的社会形象 | 业务响应 | 业务响应 | 业务资费 | |
聚类组3 | 增值业务 | 企业形象感知 | 业务响应 | 互联网业务 |
员工的整体素质 | 业务办理 | 交费感知 | 员工的整体素质 | |
品牌感知 | 通信价值感知 | 固定电话感知 | 品牌感知 | |
聚类组4 | 大客户经理 | 业务响应 | 客户服务中心 | 业务资费 |
业务资费 | 故障处理 | 交费感知 | 员工的整体素质 | |
企业的社会形象 | 通信质量感知 | 业务响应 | 通信价值感知 |
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类别 | 聚类组1 | 聚类组2 | 聚类组3 | 聚类组4 |
聚类组内包含行业 | 采掘业和一般制造业 | 党政军部门 | 金融、保险业 | 公共服务业 |
房地产业 | 科学教育、文化卫生 | 通信计算机信息业 | 旅游、饭店、娱乐服务业 | |
交通运输(含邮政、快递)、仓储业 | 批发和零售业 | |||
通信、电子设备制造和计算机应用服务业 | ||||
相对不满意的指标 | 服务质量感知 | 企业形象感知 | 通信质量感知 | 服务态度感知 |
交费感知 | 企业的社会形象 | 品牌的感知 | 通信价值感知 | |
业务响应 | 营业厅员工 | 客户服务中心 | 员工的整体素质 | |
增值业务 | 信息获取与咨询 | 故障处理 | 大客户经理 | |
客户关怀 | 互联网业务 | 业务办理 | ||
固定电话感知 | ||||
数字数据业务通信质量 | ||||
业务资费 | ||||
相对关注的指标 | 服务态度感知 | 企业形象感知 | 通信质量感知 | 服务质量感知 |
员工的整体素质 | 企业的社会形象 | 品牌感知 | 通信价值感知 | |
交费感知 | 营业厅员工 | 客户服务中心 | 大客户经理 | |
数字数据业务通信质量 | 信息获取与咨询 | 故障处理 | 业务办理 | |
客户关怀 | 业务响应 | 固定电话感知 | ||
互联网业务 | 业务资费 | |||
增值业务 |
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