The Study of Impact of Service Quality, Product Quality, andCustomers’ Costs on Customer Satisfaction –An Example of FTTx Subscribers of Chunghwa Telecom Co., Ltd.

• Main Authors: Jui-yun Chang, 張瑞芸
• Other Authors: Ping-wen Lin
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/gwab6b

碩士 === 東吳大學 === 國際經營與貿易學系 === 96 === The trend slowed down with the global development in economy and increasing the cost to attract new customers. Chunghwa Telecom is facing two extremely urgent great unfavorable environmental factors, such as Taiwanese Broadband subscribers’ already presenting the saturated condition, and NCC requires to share the “last-mile”. In order to keep the leading status of telecommunication indusitry, certainly will be more positive to promote customer's satisfaction. The research conferred with impact of service quality, product quality, and customers’ costs on customer satisfaction. Adopted with questionnaire, and the sample are FTTx customers of Chunghwa Telecom Co., Ltd. By using SPSS statistics software into “factor analysis”, “reliablity analysis” and “regression analysis”. According by the result of the research, all service quality, product quality, and customers’ costs have the positive effect on customer satisfaction. The implication is that Chunghwa Telecom should strengthen the activity of FTTx service quality and product quality to reduce the customer's morals hazard cost, then promote customer satisfaction.