企業社會責任對顧客滿意度及忠誠度影響之數據分析研究 —以台灣電力公司為例

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Title:	企業社會責任對顧客滿意度及忠誠度影響之數據分析研究 —以台灣電力公司為例
Other Titles:	A Research in Data Analysis about How Corporate Social Responsibility Influence on Customer Satisfaction and Loyalty--A Case Study of Taiwan Power Company
Authors:	王淑菁 WANG, SHU-CHING
Contributors:	資訊管理學系陸海文 LU, HAI-WEN
Keywords:	企業社會責任;顧客滿意度;顧客忠誠度;電業自由化;數據分析 corporate social responsibility;customer satisfaction;customer loyalty;energy liberalization;data analysis
Date:	2021
Issue Date:	2022-08-18 13:57:36 (UTC+8)
Abstract:	傳統上，企業的首要任務是以替股東賺取最大利益為優先，然而近年來，落實企業社會責任(Corporate Social Responsibility, CSR)亦成為實務界中逐漸崛起的熱門議題。企業在替股東謀取利益的同時，也必須對其他利害關係人負起責任，達成共好的局面。由於近年政府推動電業自由化之政策，民營發電業者將進入電力市場，形成競爭機制。台電在面臨電力產業環境的改變下，將逐漸失去市場獨佔的優勢。本研究將以企業社會責任的角度切入，並以數據分析之方法探討台電是否能透過落實企業社會責任，維持顧客滿意度與顧客忠誠度，讓台電在即將面臨劇變的電力產業中仍保有其龍頭位置。　　Conventionally, the primary task of a company is to maximize shareholder profits, but in recent years, the implementation of corporate social responsibility (CSR) has become a rising topic among all industries. While seeking profits for shareholders, companies must also be held responsible for other stakeholders to achieve a mutually beneficial situation. The government's policy to promote energy liberalization in recent years will prompt independent power producers to enter the electricity market, forming a competitive mechanism. Facing changes in the electric power industry, Taiwan Power Company will gradually lose its monopolistic market power. From the perspective of CSR, this study conducts data analysis to discuss whether Taiwan Power Company can maintain customer satisfaction and loyalty by implementing CSR, thereby ensuring that Taiwan Power Company remains the leader of the electric power industry in spite of the upcoming drastic changes in the industry environment.
Appears in Collections:	[Department of Information Management] Disserations and Theses

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