Customer Satisfaction Survey and Improvement Suggestions for Chongqing Broadcasting Group

DOI: https://doi.org/10.62517/jhet.202415425

Author(s)

Yan Xiao1, Jia Shang2

Affiliation(s)

1Chongqing Technology and Business University, Chongqing, China 2Chongqing Broadcasting Group, Chongqing, China

Abstract

In recent years, with the implementation of the national policy of integrating the three networks and the rise of new media, competitors led by telecommunications, mobile, and China Unicom have joined the television industry to compete for television users. The monopoly advantage of broadcasting and television has been broken, and its market competition is becoming increasingly fierce, posing great challenges to the development of the broadcasting and television industry. In order to help the broadcasting and television industry maintain stable development in a fiercely competitive market environment, this article takes Chongqing Broadcasting Group as an example, guided by the CCSI model theory, and conducts an in-depth investigation of the company's user evaluations of Chongqing Broadcasting Group's product love, loyalty, user experience, after-sales service, and other aspects. The survey results are analyzed using SPSS data analysis software. The conclusion of this survey can provide practical and feasible strategies for Chongqing Broadcasting Group to improve customer satisfaction and professional development, as well as reference and inspiration for broadcasting network companies in other provinces and cities.

Keywords

Chongqing Broadcasting Group; Customer Satisfaction; Service Quality; Customer Loyalty; CCSI Model

References

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