The Influence of Customer Behavior on Penalty─ A Case Study: Penalty of Default Payment from Taipei Water Department

• Main Authors: Min-mei Lin, 林明美
• Other Authors: Ming-yih Yeh
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/36476010532909729574

碩士 === 國立臺灣科技大學 === 企業管理系 === 98 === This research is an empirical research of the effectiveness of design of Default Payment System basis the situation and data of Taipei Water Department, and it tried to find out the change in customer behavior and the intensity of effect as result of Default Payment System. The conclusions of the research are listed below: I. Most customers approve the default payment system of Taipei Water Department for overdue water bill, and they do not agree to remove the system and transfer the collection cost to water rate. II. The punitive act of default payment on overdue water bill will affect customers’ satisfaction toward Taipei Water Department directly, regardless how the customer service department performs. III. The rate of default payment, high or low, will not increase or decrease the overdue bill of customers of Taipei Water Department, and it will not affect customers’ satisfaction over the services of Taipei Water Department. IV. Providing flexibility for overdue punishment plus proper explanation of customer service department t will cut down the overdue of customer and promote customers satisfaction. We also put up the following suggestions: I. The Overdue Bill Default Payment System of Taipei Water Department shall be released publicly through multiple channels to create a social learning effects to customers. II. The levy of Overdue Default Payment shall be provided with flexibility and the front line customer service personnel shall be authorized sufficiently and shall actively release message of flexible handling. Also, Procedure Fairness and Interactive Fairness shall be attended to promote customer satisfaction. III. It shall be tried to categorized customers with personal traits, find out individual behavior mode and develop Customer Relationship Management System, so to provide customer service personnel with proper way to interact and hope for improvement in customer relationship.