南華大學機構典藏系統:Item 987654321/20229
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    题名: FTTB寬頻網路服務品質與顧客滿意經營策略之研究
    其它题名: THE STUDY OF FTTB BROADB AND SERVICE QUALITY AD THE STRATEGIES OF CLIENT SATISFACTION MANGEMENT
    作者: 陳宸彥
    Chen, Chen-yen
    貢獻者: 企業管理系管理科學碩博士班
    陳券彪
    Chuan-biau Chen
    关键词: 顧客滿意度;顧客關係管理;服務品質
    Customer Satisfaction;FTTB;Service Quality;Customer Relationship nagement
    日期: 2008
    上传时间: 2015-04-20 11:08:51 (UTC+8)
    摘要: 　　由於經濟發展、社會進步以及資訊時代的來臨，網路已經成為人類生活的必備工具，消費者對寬頻網路的需求亦日益殷切，然而『服務品質』的好壞，不但是顧客選擇電信公司之重要依據，同時也是相關業者能否成功的關鍵因素，而面對競爭激烈的電信市場，究竟該如何因應才能符合客戶的需求及增進顧客滿意度，就顯得更加重要。　　　　雖然相關業者陸續推出高速率的寬頻網路，提供迅速的網路傳輸服務，但有好的服務行銷策略及顧客關係往往會使消費者對公司有更高的評價，甚至使顧客滿意度更高；因此本文擬就「FTTB寬頻網路服務品質與顧客滿意經營策略」做進一步之研究，期能提供有價值的資訊供電信相關業者做為服務的參考。　　　　本研究以台中及嘉義地區光世代網路之客戶為研究對象，並透過問卷調查做實證性分析，經實證獲得下列具體成果。1.顧客對FTTB服務品質預期之重視程度，依序為保證性、可靠性、有形性、反應性、關懷性。2.不同性別、年齡、職業及教育程度等背景顧客對FTTB網路服務品質之滿意度有顯著性差異。3.不同背景顧客對服務品質之期望與知覺有顯著性差異存在。4.服務行銷策略與顧客對服務品質之期望有顯著性相關。5.顧客關係管理策略與顧客滿意度有顯著性相關。6.FTTB顧客關係管理策略滿意度高低，依序為資訊與諮詢服務、安裝技術可靠、維修迅速確實、價格分級措施。
    　　Due to economic development, society improvement and the coming of information age, the Internet has become a necessity in our everyday lives and the demand for high speed Internet has increased. 　　　　However, the quality of high speed Internet and the service of phone companies are two keys to attract customers and are also the keys for phone company to compete in the cellular phone market.　　　　How to satisfy the demand of customers and increase customer satisfaction is very important. 　　　　Many phone companies have provided high speed Internet service. However, a phone company with good customer services and better phone rate plan can lead to better reputation and customer satisfaction. 　　 　　Therefore, our “FTTB High Speed Internet Service and Customer Satisfaction Management Strategy” provides important information which can help companies to better their services.　　 　　Our Research samples are based on customers in Taichung and Jia-yi area. We use surveys and questionnaires to collect our information and come up with the following conclusions. 　　 1.Customers value the following aspects of services toward FTTB Service Quality, in the order of importance, are warranty, reliability, visibility, response and attentiveness of the phone company. 2.Customers with different genders, ages, occupations and level of educations have different levels for service satisfaction toward FTTB.3.Different types of customers have different levels of expectation. 4.Customers expectation towards quality of services and sale strategy are relative.5.The expectation of service and sale strategy toward customers are relative.6.The satisfaction of FTTB customer relationship management are based on the following: information and Q and A services, installment service, repairing service, and the prices.
    显示于类别:[企業管理學系(管理科學碩/博士班,非營利事業管理碩士班)] 博碩士論文-管理科學碩博士班

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