A Study of Chunghwa Telecom FTTH Service Quality, Customer Satisfaction, and Loyalty - A Case Study in the Hsinchu Area Customers

• Main Authors: ZHI-JIE ZHANG, 張志傑
• Other Authors: Jia-Jiunn Lo
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/88rb8v

碩士 === 中華大學 === 資訊管理學系碩士班 === 103 === Currently governments in order to enhance domestic competitiveness, began to adjust telecommunications policy and competing FTTx technology development and construction, the rise of a variety of broadband applications such as VoIP, interactive multimedia and smart home, etc., to bring life unprecedented comfort and convenience, today's copper line transmission capacity will not load caused by the amount of data, and the optical fiber because of its high bandwidth, large capacity and other characteristics, using optical fiber to transmit data directly to the client's FTTH, will be the mainstream broadband network technology. This study was designed to investigate the effect of Chunghwa Telecom’s FTTH service quality to customer satisfaction and loyalty, the Chunghwa Telecom’s FTTH service quality impact between the facets of customer and satisfaction and loyalty. In this study, reliability analysis, factor analysis, analysis of variance (ANOVA), Pearson correlation analysis, multiple regression analysis questionnaire data were statistically analyzed. Now ,with the quality of life elevate and technology constantly upgrading of access customers have many different options, how to make every customer satisfied and thus enhance customer loyalty issues of fact required to ponder the operator; if we understand the customer insidereally , I believe in the future of Chunghwa Telecom's operations will have a great help.