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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Main Author: Botao XIA
Format: Article
Language:zho
Published: Beijing Xintong Media Co., Ltd 2016-07-01
Series:Dianxin kexue
Subjects:
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