A Research on the Satisfaction of Broadband Services in Remote Areas and the Viable Approach for Broadband Speed Increasing

• Main Authors: Chih-Wei Chen, 陳志瑋
• Other Authors: Li-Hua Li
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/30333826040363892363

碩士 === 朝陽科技大學 === 資訊管理系 === 102 === Since the advent of information age, the developed countries usually take universal broadband access as their important policy in order to reduce the digital divide. It is, therefore, the goal of this study is to examine the satisfaction of broadband access in remote villages so that the policy and the broadband access popularization can be promoted. This research has conducted the literature reviews about this issue and 9 developed countries are studied. This research had interviewed with managers of telecommunication companies so that the broadband service from the merchant point of view is understood. In order to realize the broadband service in the remote area, a questionnaire is designed to measure and analyze the satisfaction of broadband access. From the results of this study, we suggest the following polices: (1) Increase the incentive of applying the service of broadband access: the government or telecommunication companies should provide the promotion project for those villagers of remote areas. This can be done with subsidizing or bundling the services so that the villagers of remote area are willing to apply the broadband access. (2) Adjust the service fee of broadband access: based on the results of this research, although $500~$1,000 NT dollars is the monthly broadband access service fare that is commonly accepted, it is suggest that the acceptable fare of broadband service for remote areas is between $301~$500 NT dollars. (3) Improve the networking quality: based on the questionnaire of this research, it is shown that there are major opinions about the insufficient speed of network (74 villages) and the unstable connection of network (49 villages). This means that the telecommunication companies should provide more programs. Therefore, it is suggested that the stability of network shall be improved first and the promotion of network speed shall be increased afterwards. (4) Improve the “empathy” construct: Based on the results of PZB service quality model, the analysis of the customer satisfaction shows that the construct of “empathy” is rated as the lowest. This means that the telecommunication companies should pay more attention to the report of usage problem and the maintenance problem for the remote areas. (5) Training more ICT service technician for remote areas: Based on the demographic data of this research, most of the remote villages are aging villages, therefore, these villagers are not familiar with computer or any network access devices. It is, hence, suggested that the government should training more young pepole to become the ICT service technician at the remote areas, so that the ICT problem or network access problems can be directly serviced at the remote areas. It can be seen, the majority of current broadband access in remote areas was insufficient, therefore, it is suggested that to promote the broadband service in remote areas and increases the broadband speed can help reducing the digital divide. The telecommunication companies should shows the considerations for the remote villagers so that the “empathy” construct can the satisfied.