A Study of Customer Satisfaction to the Digital CATV Service in the case of Kbro in Hsinchu area

• Main Authors: Tien-chih Chiang, 江天池
• Other Authors: Cou-chen Wu
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/70366583024307901963

碩士 === 國立臺灣科技大學 === 企業管理系 === 96 === Due to the influences of the global telecom liberalization, technology digitization, and broadband convergence, the digitalization of TV industry which is the most mature industry within mass media development becomes the trends in the global broadcasting market. To catch up with this trend Taiwan government and operators devotes all the efforts on the development and promoting media digitization and digital contents. Among all, the development on the digital CATV is the most significance one. This research is based on the service quality of PZB to discuss the impact on the customer satisfaction from the aspect of the service quality, product quality and pricing. The researcher adopts the methodology of questionnaire survey. After statistical data analyses, the research result shows that the three main factors influence the overall customer satisfaction of digital CATV services are channel content quality, pricing and service quality in order. The result of research provides concrete approaches for operators to improve the services and functionalities in order to promote the development of digital CATV in Taiwan.