The telecom fixed line licenses were ratified and promulgated in March 2000, having made the telecom market in Taiwan step into a free competitive era. The telecom market was opened, and the market competition has become drastic.¡@Therefore, the service offered must be good and customer-oriented so as to raise customers¡¦satisfaction, to increase the Mobile Telecommunications market share percentage and to guarantee that Chunghwa Telecom can be sustainable.
This research refers mainly to the ¡§SERVQUAL¡¨ concept mode presented in 1988 by Profs. Parasuraman, Zeitheml & Berry of Cambridge University in England.
It adopts SPSS software as the tool in analyzing data based upon the Mobile Telecommunications customers in large Kaohsiung Area to investigate.
The goals of this study are as follows¡G
1.Whether there is any tremendous difference between customers¡¦ expectation and recognition of service standard.
2.Whether there is any difference between the expectation of customers and telecom employees in the Mobile Telecommunications service quality.
3.Whether there is any difference between the recognition of customers and telecom employees in the Mobile Telecommunications service quality.
4.Whether there is any tremendous influence of customers¡¦ demographic variable on Mobile Telecommunications service quality.
5.To research on the relationship: ¡§active concerns¡¨, ¡§rapid responses¡¨, ¡§tangible reality¡¨ and ¡§secured reliability¡¨.
6.To research on the relationship: ¡§Active concerns¡¨, ¡§rapid responses¡¨, ¡§tangible reality¡¨, ¡§secured reliability¡¨ and service quality.
After this study analysis ,the conclusion is made as follows¡G
1.The service standard which the customer expects, has no obvious difference with that the employees thought the customer has expected.
2.The service standard which the customer recognizes, has tremendous difference with that the employees thought the customer has recognized.
3.The Mobile Telecommunications service standard which a customer expects has big difference with what the customer recognizes.
4.The analysis of customers¡¦ demographic variables on whole awareness of the Mobile Telecommunications service quality shows that among the five customers¡¦ demographic variables there is only the fourth item, ¡§professional variable¡¨ has apparent difference.
5.The ¡§active concerns¡¨, ¡§rapid responses¡¨, ¡§tangible reality¡¨ and ¡§secured reliability¡¨ are related significantly and positively .
6.The regression analysis shows that the ¡§rapid responses¡¨ and ¡§ active concerns¡¨ have influence to the service quality.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0607106-133707 |
| Date | 07 June 2006 |
| Creators | Chen, Chung- Hsiung |
| Contributors | Tsuang Kuo, Jung-Lang Cheng, Iuan-Yuan Lu |
| 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-0607106-133707 |
| Rights | not_available, Copyright information available at source archive |
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