Explore the Satisfaction of Service Quality on Different Communications Outlets

• Main Authors: Ming-Hui Lin, 林明蕙
• Other Authors: Ming-Rong Lee
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/53297204773890050133

碩士 === 亞洲大學 === 經營管理學系碩士在職專班 === 103 === Taiwan's telecommunications industry implemented telecommunications liberalization in 1990, like the changing of Telecommunications Act, the releasing of business licenses, the rising of a variety of retail business, and the intrgration of digital products. Our communications industry output overall revenue was NT$1.2931 trillion dollars in 2013, and we forecast it raise to NT $ 1.397 trillion dollars in 2014. Communication path was extended from a cellphone into a cellphone with a cellphone number, to a new service-oriented that a cellphone number sales with digital products. This study was to investigate whether the services and content of the communication industry to meet consumer needs; Conclusion discovery: Regardless of gender, the customers with different communication outlets have the same satisfaction with the service quality; however, to customers in different ages, there are differences between communications outlets of service quality and customer satisfaction; the two communication outlets in tangibles, reaction , assurance, positive impact on the care of the facets of customer satisfaction, reliability don’t affect customer satisfaction. Therefore, the results of different communication outlets for service quality and customer satisfaction survey could provide the industry some suggestion to improve their service quality, internal adjustments and customer relationship.