摘 要：随着智能手机的问世，手机市场飞速发展，智能手机的保有量也在迅速增加。广大智能手机用户不仅仅追求手机的性能及质量，而且对手机售后服务也越来越关注。提升手机售后服务顾客满意度成为各大手机公司提高竞争力的又一大举措。63409

小米手机成功的粉丝营销模式使其成立短短5年以来一跃成为国产智能手机的领先品牌，但很多小米手机用户对它的手机售后服务并不是很满意。本文以南京小米之家为例，以向南京地区小米手机用户散发问卷的形式调查南京小米之家手机售后服务的顾客满意度情况，并根据结果分析出所存在的问题，找出造成这些问题的原因，给出合理化建议。

毕业论文关键词：手机售后服务，顾客满意度，建议

Abstract: With the advent of intelligent mobile phone, Mobile phone market is developing very rapidly,Intelligent mobile phone ownership is also increasing rapidly.The intelligent mobile phone users are not only in pursuit of the performance and quality of the mobile phone,but also paying more attention to the mobile phone customer service.To enhance the mobile phone customer service satisfaction has become a major measure to improve the competitiveness of the mobile phone company.

Millet mobile phone company fan of successful marketing mode founded just 5 years make it became the leading brand of domestic intelligent mobile phone, but a lot of millet mobile phone users are not satisfied with the mobile phone customer service.This paper takes Nanjing millet home as an example, the situation of customer satisfaction in the form of a questionnaire survey from Nanjing home of millet mobile phone customer service service to millet mobile phone users in Nanjing, and according to the results of analysis of the existing problems, find out the reasons for these problems, giving reasonable suggestions.

Keywords: mobile phone customer service, customer satisfaction, recommendation

1  前言 3

2  理论基础 3

2.1  售后服务相关概念 3

2.2  顾客满意度的相关概念 3

2.3  手机售后服务满意度现状 4

3  南京小米之家手机售后服务顾客满意度问题分析 5

3.1  服务人员素质不佳 6

3.2  维修流程冗长 7

3.3  维修技术有待加强 9

3.4  维修费用不透明 10

4  对南京小米之家手机售后服务提高顾客满意度的建议 11

4.1  加强对服务人员的培训 11

4.2  简化维修流程 11

4.3  掌握核心检测和维修技术 12

4.4  检测过程透明化 12

结论 13

参考文献 14

致谢 15

附录A 16

1  前言

手机市场飞速发展，智能手机时代的来临渐渐取代了传统非智能手机时代，手机的售后服务也趋向多样化。传统非智能手机时代，手机的售后服务比较简单，主要是针对手机发生故障的维修，维修的基本问题是解决手机的硬件故障，维修和更换手机内部损坏的固件。而在智能手机时代，手机的售后服务已不仅仅只是维修，企业应该重新审视手机售后服务的领域，把售后服务的着重点放到服务上面，引导用户更好的去使用智能手机中新增加的应用，使智能手机为用户提供更实用的功能和贴近生活的应用，以服务来吸引顾客。