Study on the relationship between enterprise network service quality and customer loyalty — Taking instant messaging service of one enterprise as an example

The rapid development of information technology and an increasing number of Internet companies have led to the competition more intense among enterprises networks. To win the competition, the network companies must pursue the enterprise customer loyalty. This paper makes empirical analysis research on the Network Service Quality of Tencent Company, aiming at optimizing enterprise´s network service quality, taking instant messaging users in colleges and universities as the research object, and using questionnaire survey and data analysis as the research method. Through the study, perceived service quality scale is constructed and perceived service quality effecting on customer loyalty is analyzed. And this study provides research ideas and methods for the network companies to improve service quality and enhance customer loyalty.