A study of Repair Service Satisfaction on Mobile Device

• Main Authors: Wu, Yu-Chiang, 吳宇強
• Other Authors: Lue, Tzu-Ying
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/43969172395443285710

碩士 === 國立臺北大學 === 企業管理學系碩士在職專班 === 102 === Senao International is Taiwan’s biggest mobile device distributor. In recent years, the company has also actively increased other kinds of services to not only provide more general services to the customers, but also suffice their every demand on both mobile devices and other 3C products. With this act, the company can thus conform to the ideal of One-Stop Shopping. Apart from product selling, Senao International also provides further services on both maintenance and counseling to the merchandize it sells. To monitor the provided services to its customers immediately, Senao International also does a regular research on customer satisfaction to ensure the quality of its current provided services. To provide a more general understanding on customer satisfaction and other unsatisfied demand, Senao International preceeds the marketing research to have a detailed analysis on customer satisfaction. Also, as to the unsatisfied demand, Senao International is going to conduct a further research. The result from the further research will become the basis of Senao International’s following improvement and marketing strategy. The purpose of the research encompasses the insight on the Senao International current provided services, testing on the customers’ acceptance to the new service conception, and the unfulfilled service need. The outline of the research is as follows, (1) Customer’s satisfaction on both the staff and environment (2) Customer’s satisfaction on the staff’s job proficiency (3) Customer’s satisfaction on maintenance services (4) Testing on new service concept (5) Further researches and understandings on customers’ unfulfilled demand