Research on Customer Satisfaction Evaluation Based on Customer Experience Chain for Telecom Enterprises
نویسندگان
چکیده
Abstract The telecom market competition is more and more fierce today. It is very important to implement scientific and effective customer satisfaction evaluation for telecom enterprises to make management strategies and tactics. This thesis based on customer experience chain and by applying Analytic Hierarchy Process, set up the comprehensive evaluation model of customer satisfaction. Taking one telecom enterprise as an example, the model is applied. The results show that the model is simple and easy to use. The conclusion of evaluation can reflect the customer satisfaction objectively and offer clear decision-making references for telecom enterprises.
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