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随着4G时代的全面开启,行业内4G战场硝烟四起,行业外互联网企业高歌猛进。最为显著的现象就是移动数据业务量的大幅增长和短信语音业务量的大幅下降。为维持领地、开拓疆土,电信运营商纷纷加大投入,推出多种4G套餐及产品组合,积极创新,通过各种途径抢占用户。产品的多样化在增加用户选择广度的同时,也在一定程度上增加了用户的选择难度,而流量消耗增加带来的话费负担也直接影响着用户的使用感知和满意度。用户满意度是产品和服务质量的衡量标准之一,是影响用户忠诚度
With the full liberalization of the 4G era, the 4G battlefields in the industry were smoky and the Internet companies outside the industry triumphed. The most notable phenomenon is the substantial increase in the volume of mobile data traffic and the sharp drop in the volume of SMS voice traffic. In order to maintain the territory and develop the territory, telecom operators have stepped up their investments and introduced various 4G packages and product portfolios to actively innovate and seize users through various channels. Diversification of products increases the breadth of user selection, but also increases the difficulty of user selection to some extent. However, the burden of calls caused by increased traffic consumption also directly affects user perceptions and satisfaction. Customer satisfaction is one of the measures of product and service quality, is to affect user loyalty