Summary: | 碩士 === 銘傳大學 === 企業管理學系碩士班 === 99 === ABSTRACT
This research thesis was presented as groundwork, an analytical data to promote convenience of internet phone users as well as revitalization of internet phone service by understanding the service quality and device preference that internet users prefer.
A total of 620 survey studies were handed out to accompany the research with direct approach method for higher percentage of collection.
The major purpose of this study is twofold: Firstly, to understand the current state of VoIP adoption and use within Taiwanese business. Secondly, we will discuss our analysis on both the different benefits expected for subscribers of various characteristics as well as their risk and satisfaction levels.
In Taiwan the top 3 VoIP service providers by number of subscribers are (in order): “PChome Internet''s Skype", "Microsoft MSN" and "Yahoo! Messenger". In general, the most popular use of VoIP services includes sending text messages as well as voice chat and video chat with other users. For VoIP phone call services, over 24.8% was for international calls. In the enterprise, 40% of enterprise subscribers respond to having used VoIP over the last 3 years. Most respondents agreed that with the added convenience of VoIP service comes certain risks, with the top concerns being reliability (internet connections are often subject to sudden disconnection) and sometimes lower voice quality (highly dependent on environment). However, subscribers generally agree that the benefits of using VoIP outweigh the common risks, the foremost benefit being cheaper costs. Still, even with significant cost savings, many respondents expressed dissatisfaction with the current charge rates of service providers. When analyzing the subscriber base by certain characteristics, we have found that among Taiwanese business subscribers, benefit and risk recognition was noticeably more pronounced in females compared to males. In contrast, satisfaction level was generally more recognized among males than females. With regards to the different service providers, the satisfaction level of Microsoft MSN subscribers was generally lower than with other subscribers.
Accordingly, the results from this research and their interpretation must be expropriated with certain considerations including research limitations and restrictions. It is suggested that additional in-depth research with improved conditions should be carried out in the future. What’s more, there’s a need to review VoIP receptivity that must be conducted systematically in a wider spectrum, while measures for the promotion and growth of VoIP service in Taiwanese business through development and sale of additional service must be presented.
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