摘要:經過多年的建設和發展，中國移動公司已發展成一個覆蓋面廣，通信質量高，業務豐富，服務水平一流的公司。但是隨著企業競爭加劇，顧客需求的提高，中國移動提供給顧客的服務是否達到人們的要求，顧客滿意度有多高是一個需要重視的問題。大學生是一個特殊的群體，對移動數據業務需求很大，對中國移動公司來說是一個很大的客戶群，大學生對中國移動公司滿意度的研究是必要的。

　　　本文采用概率抽樣中的簡單隨機抽樣方法，在紅河學院大學生中發放問卷，得到大學生對中國移動公司滿意度的數據，對數據整理得出學生對中國移動提供的業務和服務各方面的滿意度，學生對網絡及業務質量方面的滿意度較高，在通話清晰度、繳費便捷性和欠費停機提早通知方面的滿意度是最高的，在促銷和營業廳方面的評價一般的占了大部分，話費方面的評價是比較低的，中國移動公司需要進一步完善。再對學生提出的建議進行整理可以得出：學生希望收費有所降低、話費信息明細度能更清晰、開設親情套餐、服務人員態度有所改善等。最后得出大學生對中國移動公司的整體滿意度，并根據調查結果和前人研究結果對中國移動公司提出降低漫游收費、改善話費查詢系統、增加優惠套餐、培訓服務人員等可行性建議。

關鍵詞：中國移動；大學生；滿意度；建議

ABSTRACT:Through many years of construction and development, China mobile, the company has built a wide coverage, high communication quality, rich business, service level first-class company. Along with the enterprise competition, increase in consumer demand, China mobile is the service provided to customers meet people's requirements, customer satisfaction, how high is a question that needs attention. College students are a special group, Demand for mobile data services is very big, For China mobile company is a large customer base, College students of China mobile company satisfaction research is necessary.

　　　This article adopts the method of probability sampling in simple random sampling, In the Honghe University students questionnaire, Get satisfaction, college students of China mobile company, On the data obtained the student to the China mobile to provide business and service all aspects of satisfaction, The student to the network and service quality satisfaction is higher, Pay the call of clarity, ease owe downtime notify satisfaction is highest, In the promotion of the evaluation generally accounted for most of the business hall, Evaluation is relatively low in cost, China mobile, the company needs to further perfect. Sorting can draw on advice from the students, the students hope to charge, the phone information detail can be more clear, open feeling pro packages, service attitude has improved and so on. Finally concluded that college students overall satisfaction of China mobile company, According to the results of the survey and previous research results on the China mobile company to put forward feasible suggestions, For instance reduce roaming fees, improve cost query system, increase the discount package, training service personnel, etc.

Keywords: CMCC; College Students; Satisfaction; Recommendations