A Study on the After-Service Demand and Satisfaction of Client-Premises Communication Equipment

• Main Authors: Chin-Ming Chen, 陳志銘
• Other Authors: Kai-Chieh Chia
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/36005363519370011354

碩士 === 東吳大學 === EMBA高階經營碩士在職專班 === 103 === Abstract Internet can be defined as a service platform that promotes the transformation and development of industries. Along with the rapid rise of internet usage, and the digitalization of the network-based global economy has been established as the main theme of this era. Digital commerce stands on the groundwork of the globalization of economies and uses modern telematics to influence the development of commerce and society. This is why all ICT product vendors regard after-sale services that can meet the customers' needs as an important factor to ensuring the corporate competency. The services include providing enterprise customers with electronic and mobilization services, reducing operating costs and enhancing the operational efficiency of the company. This does not only makes full use of the customer-premises equipment, but also improves equipment operating performance, in which overall increases the customers' overall satisfaction. Starting with examining the types of after-sale services that are needed and the key elements of service quality, this study uses Analytical Hierarchy Process (AHP) to acquire the weights, characteristics, and importance of these elements and uses these elements alongside Importance Performance Analysis (IPA) and other methods to design, select, analyze and evaluate the service system. These methods aim to take the perspective of the customers to explore and measure the factors that result in higher levels of customer satisfaction. Through this study, the communications industry is able to understand the relationship between the key factors of after-sale service and the level of customer satisfaction they yield. The study attains the following conclusions: the main facet that controls the level of customer satisfaction is "The quality of hardware device product". The top six key elements that enhance the after-sale services of communication devices are namely: "in time repair with good quality", "service personnel's serving attitude and customer interaction", "profession and completion of maintenance tools", "the quality of service personnel’s response to customer’s demand," "service personnel's professional ability", and "fulfillment of commitment to customer". Improving the performance and quality of customer communications equipment service to meet the customers’ expectations and needs will not only enhance customer satisfaction, but will also ensure the sustainability of an innovative corporate. Keywords：Client-Premises Communication Equipment , after-sale services , customer satisfaction , Analytical Hierarchy Process (AHP) , Importance Performance Analysis (IPA) .