Research on the Impact of Mobile Communications Service Quality for Customer Loyalty

In recent years, telecom operators have to bear increasingly intense competitive pressure, so how to provide customers with better service to enhance customer satisfaction and loyalty, which has become the first one of the issues that telecom operators face. This paper use factor analysis, model hypothesis testing and other means to study on Lishui Mobile Communication Company in Zhejiang province and explore the relationship among the five dimensions of service quality, customer satisfaction and customer loyalty. Service quality not only has a direct significant positive impact on customer loyalty, but also has an indirect significant effect on customer loyalty through customer satisfaction. The result also propose the target and key area of mobile communication service quality to improve, and also give the corresponding management recommendations.