| Summary: | 碩士 === 中原大學 === 企業管理研究所 === 96 === As the mobile phone market open and the telecommunication industry
liberalization, the mobile phone has become a part of people in daily life. After
merging and cleaning up cell phone numbers, the telecommunications industry causes
the rate glide down gradually, it climbs after 3G mobile communication operating.
But its broadband network service causes people to accept it which bridle time and
place besides useing computer. However, the telecommunication industry's earning
not only in the telecommunication service now, the innovation and rich value-added
service held a space. For obtaining the income and market share rate, the
telecommunication industry promote more and more value-added services to win over
the customer. But face the environment competition and strengthen the market shares,
the telecommunication entrepreneur should emphasis on service quality of customers,
and understood the customers need, and emphasis what kind of service and improve.
So, it can satisfy consumer's demand, then promote loyalty of the consumer use.
Therefore, the construction suits the telecommunication industry to add the
value-added service quality the construction for the subject which quite is worth
discussing. This research uses the fuzzy integral to compute the performance value of
aspects and criterions, and by fuzzy measure analysis key aspects and criterions. The
objective of this study aims at analyzing the aspect and criterion of service quality
for customers and proposed the suggestion to provide the industry to promote the
service quality.
In empirical verification, the telecommunication industry’s group and the
student’s group pay more attention to private/security, 31-40 group pay attention tothe
efficiency and assurance. But TaiwanMobile in each aspect, criterion and the overall
satisfaction mostly is satisfaction, mostly for satisfies extremely with the Chunghwa
and the Fareastone compare, is needs to improve. Weight of if each key aspect the
achievements performance value is inconsistent, this expressed the telecommunication
industry the consumer had not thought mostly in the more important aspects and the
criterions has the good performance, therefore, the telecommunication industry the
promotion still had its improvement space in the key aspect of satisfaction.
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