A Study on Service Quality and Satisfaction for Enterprise Customers—A Case for Enterprise Customers of Chunghwa...
江雪葉、杜強國、樊晉源
E-mail: [email protected]
ABSTRACT
This study is to investigate the relationship between the different telecommunication enterprise customers’ expectation of service quality versus the actual perception of service quality and the telecommunication administrators’ cognition on enterprise customers
’ expectation. Chunghwa Telecom’s enterprise customers from Changhua area and Chunghwa Telecom’s operating managers in Changhua branch are the target audiences for the survey. SPSS software has been applied to analyze the survey data and brings out with Descriptive Statistics, Reliability and Validity Analysis, Factor Analysis, t-test, Variance Analysis and Regression Analysis etc. The result of the study will be presented to Chunghwa Telecom as reference document during the internal process of service quality and customer satisfaction improving with expectation of increasing self-competitiveness among Telecom industry. The result has indicated: 1. “The expectation of service quality” shows significant difference among different business categories of
telecommunication enterprise customers and their annual turnovers. 2. “The actual perception of service quality” shows significant difference among different business categories of telecommunication enterprise customers and their annual turnovers. 3.
There is significant difference between “the expectation of service quality” and “the actual perception of service quality” among enterprise customers. 4. There is no significant difference between “the expectation of service quality” and “the
telecommunication administrators’ cognition on enterprise customers’ expectation”. 5. There is no significant difference between “the enterprise customers’ attributes (such as business category, annual turnover, monthly bill, year of establishment, the number of business location) and “the customer satisfaction”.
Keywords : Enterprise customers、Service quality、Customers satisfaction Table of Contents
第一章 緒論... 1 第一節 研究背景與動機... 1 第二節 研究目的... 4 第三 節 研究範圍及對象... 6 第四節 研究流程... 6 第二章 文獻探討... 8 第一節 服務的定義與特性... 8 第二節 服務品質... 10 第三節 顧客滿意度... 第四 節 中華電信公司個案介紹... 25 30 第三章 研究方法... 37 第一節 研究架構...
37 第二節 研究假設... 39 第三節 研究變數... 41 第四節 問卷設計與發
展... 43 第五節 資料蒐集方法... 50 第六節 資料分析方法... 51 第四章 資 料分析與討論... 53 第一節 樣本資料分析... 53 第二節 服務品質及顧客滿意之信度與因素分 析... 58 第三節 中華電信服務品質缺口差異分析... 77 第四節 電信企業客戶屬性變數與服務品質構面變異數分 析 85 第五節 服務品質因素構面相關分析與迴歸分析... 105 第五章 結論與建議... 110 第一節 研究結 論... 110 第二節 管理意涵 ... 117 第三節 研究限制及後續研究建議... 125 參考文獻... 126 附錄... 134
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