Research on differentiation of influential factors of key account satisfaction in fixed communication industry
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 t...
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Format: | Article |
Language: | zho |
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Beijing Xintong Media Co., Ltd
2016-07-01
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Series: | Dianxin kexue |
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Online Access: | http://www.telecomsci.com/zh/article/doi/10.11959/j.issn.1000-0801.2016191/ |
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author | Botao XIA |
author_facet | Botao XIA |
author_sort | Botao XIA |
collection | DOAJ |
description | 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. |
format | Article |
id | doaj-art-96727f1689f8406c8a688f20849879d0 |
institution | Kabale University |
issn | 1000-0801 |
language | zho |
publishDate | 2016-07-01 |
publisher | Beijing Xintong Media Co., Ltd |
record_format | Article |
series | Dianxin kexue |
spelling | doaj-art-96727f1689f8406c8a688f20849879d02025-01-15T03:25:13ZzhoBeijing Xintong Media Co., LtdDianxin kexue1000-08012016-07-013215216559801242Research on differentiation of influential factors of key account satisfaction in fixed communication industryBotao XIABased 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.http://www.telecomsci.com/zh/article/doi/10.11959/j.issn.1000-0801.2016191/customer satisfactiondifferentiationclusteringkey account in telecom industryfixed communication |
spellingShingle | Botao XIA Research on differentiation of influential factors of key account satisfaction in fixed communication industry Dianxin kexue customer satisfaction differentiation clustering key account in telecom industry fixed communication |
title | Research on differentiation of influential factors of key account satisfaction in fixed communication industry |
title_full | Research on differentiation of influential factors of key account satisfaction in fixed communication industry |
title_fullStr | Research on differentiation of influential factors of key account satisfaction in fixed communication industry |
title_full_unstemmed | Research on differentiation of influential factors of key account satisfaction in fixed communication industry |
title_short | Research on differentiation of influential factors of key account satisfaction in fixed communication industry |
title_sort | research on differentiation of influential factors of key account satisfaction in fixed communication industry |
topic | customer satisfaction differentiation clustering key account in telecom industry fixed communication |
url | http://www.telecomsci.com/zh/article/doi/10.11959/j.issn.1000-0801.2016191/ |
work_keys_str_mv | AT botaoxia researchondifferentiationofinfluentialfactorsofkeyaccountsatisfactioninfixedcommunicationindustry |