The Impact of Interactive and Supportive Service Innovation on Customer Satisfaction and Customer Loyalty: A Case Study of Taiwanese Telecommunications Operators

• Main Authors: TANG, CHIA-HUA, 湯佳華
• Other Authors: TSENG, CHUAN-CHUAN
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/arwnnj

碩士 === 國立屏東大學 === 企業管理學系碩士班 === 108 === 　　Under the rapid change of information technology, telecom operators face strong competitors, and operators keep sustainable competitive advantage through continuous innovation in strategy. Moreover, in the era of service economy, interactive service innovation and supportive service innovation are the keys to improve customer satisfaction and customer loyalty. The purpose of this study is to explore the effect of Interactive Service Innovation and Supportive Service Innovation on Customer Satisfaction and Customer Loyalty. Whether both of service innovations will improve customer satisfaction and customer loyalty for telecom operators. In this study, the customers of Taiwan's five major telecommunication operators were selected as the research objects. The questionnaire survey method was adopted, and SPSS was used for regression analysis. The period is April, 108. The results show that Interactive Service Innovation can interfere with the impact of Customer Satisfaction and Customer Loyalty. Moreover, Supportive Service Innovation also can interfere with the impact of Customer Satisfaction and Customer Loyalty. The latter result is more significant.