CSI-model-based research on factors affecting rate satisfaction of government and corporate customers- taking special-line products as an example

The rate satisfaction of government and corporate customers, to which telecom companies pay special attention, is an important part of the overall satisfaction of the market segment. Focusing on special-line products and based on interview with experts and literature review, this article builds an effect model comprising four factors affecting the major government and corporate customers´ satisfaction with the rate, including cost performance, discount degree, rate communication and bill composition. Besides, employing AMOS and other analytical tools, it reveals significant positive effects of the aforementioned four factors on the customer´s rate satisfaction, and arranges them in sequence according to the path coefficient of each influence. Based on quantified results, this article proposes management recommendations to improve the rate satisfaction, providing basis for research on the overall rate satisfaction optimization of government and corporate customers.