An Exploratory Study of the Switching Factors for Enterprise– Taking Switch Fixed Network Services as an example

• Main Authors: PAUL WANG, 王國棟
• Other Authors: Jen – Ruei Fu
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/28657987930796065106

碩士 === 國立高雄應用科技大學 === 資訊管理研究所碩士班 === 95 === An Exploratory Study of the Switching Factors for Enterprise– Taking Switch Fixed Network Services as an example Abstract Accompanying with the telecommunication liberalization, enterprise customers in Taiwan have more and more options to choose among various fixed-network-service firms. It’s believed that a better fixed- network-service is a key factor for performance and efficiency improvement in telecom field. In Taiwan, most past researches focused on business strategies of fixed network firms, however, factors influencing customers’ switching behavior regarding fixed-network-services alternatives were less explored. Based on customer switching behavioral model in service industries, this study analyzed the influential factors of switching fixed-network-service for enterprises with questionnaire survey to in Taiwan. The result of this research summarized that the four factors making former enterprise customers to switch fixed-network-service providers are “response of services mistake”, “switching cost”, “core service” and “price”. On the other hand, four factors that make current enterprise customers to switch fixed-network-service provider are “quality factor”, “core service”, “price” and “switching cost”. From the research, readers will gain understanding of the factors affecting enterprises to switch among fixed-network-service firms. In addition, fixed-network-service firms will be able to well control the key influential switching factors through comparing the different point of views between two groups of former and current enterprise customers. Results of this study are helpful for fixed-network-service firms to reduce customer churn rate, to reinforce company competitive advantages and to provide proper solution for enterprises requirement. Furthermore, with strong support of telecommunication fixed network service, enterprise customers will be able to enhance company core competency. And under the win-win situation, enterprises in Taiwan will move forward without any hesitation towards global competitive market. Key words: Customer Switching Behavior Model in Service Industries, Fixed Network, Switching Intention, Taiwan Enterprises