基于實證分析的移動客戶保持影響因素和策略研究.pdf

1、密級：保密期限：y9S88二姥孿鄰黿太警碩士研究生學位論文題目：基王塞適僉蚯絲鰲塾查莊堡拄顯咆囤塞塑筮略研童學號：壁≥量竺2魚姓名：蕉鎣專業(yè)：笪堡型堂皇王捏導師：撻壺室麴援學院：經遺笪堡堂瞳2006年3月5日STUDYONTHEFACTORSANDPOLICYOFMoBILECUSTOMERS’RElmNINGBASEDONCONFIRMATORYANAIjYSISABSTRACTAsthemarketismoreandmoreemul

2、ative、thenumberofcustomersespeciallythehigh—valuedcustomersisstab】e，thecustomersbecomeakindofsourcethatoDeratorswantbadlvHowtetaintbecustomerisaVerymeaningfulresearchsubjectfortheoperatorsandhowteducethecustomerschurning

3、isVerymeaningfuIfortheincomeofoperatorsAtfirstweintroduceseveraldefineswhicharesatisfaction，lovahv，servicejusticeandascriptionaboutcustomerretainingw色definethattherealloyaltyindudesattitudeloyaltyandbehaviorloyaltyAftera

4、nalysisthecharacteristicofmobilemarket，weresearchtherelationshi口sbetweenthecharactersofcustomerretainingandprove“byconfirmatoryanalysisThemostimportantcharacterswhichaf：Eectcustomerretainingaresatisfaction，servicequaIity

5、andserviceiustice。Thenweana】ysistheforceswhichef!￡ectcustomerretajning，whichtheforcesareretaining，thrusf，resistanceandgravitation，andthenanalysisthecharacterSoftheforcesThenweanalVsistheformingprocessofloyaltyandbui】dthe

6、modelofcustomersretainingThemodelincludesinformationcollecting，informationanalysis，policymaking，policyexecutingandelIectevaluatingThemodelandtheworkofcustomerretainingofoperatorsarearecurrentsystemweadVance“stomerretaini

7、ngprinciplesforoperatorspeTformingbaseOntheanalysisaboVeanddesigntheprocessofcustomerretainingstrategymakingFollowthesewecangainthebesteff’ectusingthefewestiⅡputThenwenarratethestrategiesindifferentcategoriesandadvanceth