中文摘要：

目前智能手机厂商面临的已是一片“红海”般的竞争.手机企业要取得竞争优势,顾客满意情况应 当引起手机厂商的关注.本研究从新生代消费者视角出发,选取涵盖手机质量、服务质量和期望价值三 维度的量化研究指标,通过最小二乘法和层次分析法构建手机顾客满意度模型,探究影响大学生手机满 意度主要因素的优先级,预测大学生的手机满意度.结果表明,在手机质量、服务质量和期望价值三个 维度的指标体系中大学生更看重手机质量方面,其中电池质量最受重视.研究结论对于手机厂商未来 的研发投入导向和生产实践安排具有一定的理论指导意义.

英文摘要：

At present, smart phone manufacturers are facing a “Red Sea” -like competition. Mobile phone companies to obtain a competitive advantage, customer satisfaction should cause the concern of mobile phone manufacturers. Based on the new generation of consumers, this paper chooses the quantitative research index which covers the three dimensions of mobile phone quality, service quality and expectation value, constructs the mobile customer satisfaction model by least squares method and analytic hierarchy process, and explores the main factors that affect college students ’ mobile phone satisfaction The priority and prediction of college students’ cellphone satisfaction. The empirical results show that college students pay more attention to the quality of mobile phone in the index system of mobile phone quality, service quality and expectation value, among which the quality of battery is the most important. The research conclusion has certain theoretical significance for the future R ＆ D investment orientation and production practice of mobile phone manufacturers.