In attempt to build to a high technological and digital communication Taiwan,the country government plan to build up the broadband network to six million subscribers in its challenging the country developed 6 years program in 2008. The
construction of broadband network will be the main stream of market.
Chunghwa Telecom¡¦s ADSL program is satisfied with the requirement of society.
The object of this research is based on the ADSL customers at the broad Kaohsiung Area of Chunghwa Telecom. The investigation area encompassKaohsiung city, Fongsun, Kungsun, Chiesun of Kaohsiung County. The
investigation adopts the method of questionnaire. Data are collected via
Stratified Random Sampling, and analyzed by SPSS statistic software. It is also
implemented by using seven factors that affect customer satisfaction like service
contents, prices, convenience, enterprise images, service facilities, service staffs and service process in connection with service quality, customer satisfaction, and customer loyalty.
The result of this investigation occurs as below:
There is a remarkable different between customer¡¦s satisfaction and values in response to the practical aspect of quality.
Different customers respond with market different from sex, age, and choosing a place to use Internet are varied in satisfaction.
The group of customer responds satisfaction from different person requires Internet service. It exist conspicuous difference in the choice.
The obvious mutuality between the practical aspect of service quality and customer¡¦s satisfaction has positive effects.
The practical aspect of service quality in different place of using Internet, the item
of service quality, and customer satisfaction are clearly differ from each others.
Different customers respond with market different from sex, marriage, and age to use Internet are varied in loyalty.
The group of customer who requires different personal Internet service is remarkable difference from loyalty in the choice.
The obvious mutuality between the practical aspect of service quality and customer¡¦s loyalty has positive effects.
The practical aspect of service quality in different place of using Internet, the item
of service quality, and customer loyalty are clearly differ from each others.
According to the above-mentioned result of research, it brings up suggestions depending on service contents, prices, convenience, enterprise images, service facilities, service staffs, and service process
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0616103-124252 |
| Date | 16 June 2003 |
| Creators | Kuan, Chin-chiu |
| Contributors | G.Gary Hu, H.Jason Huang, Tai-Hwa chow |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0616103-124252 |
| Rights | restricted, Copyright information available at source archive |
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