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https://nccur.lib.nccu.edu.tw/handle/140.119/54764
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| Title: | 電信商提供適地性服務對消費者服務品質、顧客滿意度和顧客忠誠度的影響-以中華電信為例 |
| Authors: | 陳宛渝
Chen,Wan Yu |
| Contributors: | 吳豐祥
陳宛渝
Chen,Wan Yu |
| Keywords: | 電信商
適地性服務
服務品質
顧客滿意度
顧客忠誠度
telecommunication oprators
location-based service
service quality
customer satisfaction
customer loyalty |
| Date: | 2011 |
| Issue Date: | 2012-10-30 11:43:40 (UTC+8) |
| Abstract: | 3G 行動網路的發展和智慧型手機銷售量的大幅成長之助力下,使得全球適地性服務進入多元化的發展階段。而處於萌芽期的台灣適地性服務市場,近年來,隨著傳統語音服務業務的飽和,電信商紛紛希望藉由提供行動加值服務開創新的商機,於是行動加值服務中的適地性服務成了新的發展契機。
本研究認為適地性服務亦屬於服務的一類,但與一般實體服務業、線上購物的服務類型有所差異,故選擇以消費者直接接觸的電信商提供之適地性服務軟體 為研究對象,探討服務品質、顧客滿意度、顧客忠誠度的影響及其關係。以中華電信為研究對象,針對曾經參與適地性服務軟體開發的人員進行深度訪談,並根據質性研究的結果設計量化問卷及建立假設。本研究將問卷連結張貼於電子佈告欄系統的相關討論區,共取得 253 份有效問卷,以 SPSS19.0 軟體進行資料統計分析,驗證假設並提出研究發現與結論建議。
本研究得到以下的主要結論:
一、消費者在服務品質之感受程度,與電信商的關鍵資源和關鍵流程有關
二、服務品質對於顧客滿意度具有顯著影響,且不同要項之影響效果不同 三、服務品質對於顧客忠誠度具有顯著影響,且不同要項之影響效果不同
四、顧客滿意度對於顧客忠誠度具有顯著影響,且不同要項之影響效果不同 五、服務品質、顧客滿意度對於顧客忠誠度具有顯著影響,且顧客滿意度的影響
效果較高
Recently, the development of 3G mobile networks and the huge growth of smartphone, Location-based service has diverse application. In Taiwan, with the saturation of traditional voice service, oprators hope to find new opportuneities by providing mobile value-added service so Location-based service in the mobile value-added service has become a new direction of development.
This study is to investigate the relationship among the service quality, customer satisfaction and customer loyalty of Location-based services providing from oprators. Chunghwa Telecom is the main case for this study. This study obtains information by using both qualitative and quantitative research methods: in-depth interview and online survey. In the part of qualitative interview, interviewees are those participants who have been involved in the development of Location-based service in Chunghwa Telecom. As for the part of online survey, this study uses SPSS 19.0 software to analyze 253 valid questionnaires from PTT, the largest bulletin board system in Taiwan.
After analyzing, this study comes to the following conclusions:
1. The key resources and key processes of the oprators affect the feelings of the
consumers` service quality.
2. A significant relationship exisits between service quality and customer
satisfaction, and different items have the different degree of influence.
3. A significant relationship exisits between service quality and customer loyalty,
and different items have the different degree of influence.
4. A significant relationship exisits between customer satisfaction and customer
loyalty, and different items have the different degree of influence.
5. A significant relationship exisits among service quality, customer satisfaction
and customer loyalty, and customer satisfaction have a higher degree of influence on customer loyalty than service quality.
摘要 II
ABSTARCT III
表目錄 VI
圖目錄 VIII
第壹章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的與研究問題 4
第三節 研究流程 5
第貳章 文獻探討 7
第一節 適地性服務 7
第二節 商業模式 15
第三節 服務品質 18
第四節 顧客滿意度 24
第五節 顧客忠誠度 27
第六節 小結 30
第參章 研究方法 31
第一節 研究架構 31
第二節 研究變數說明 32
第三節 研究假設 33
第四節 研究方法 35
第五節 研究限制 37
第六節 問卷設計 38
第七節 統計分析方法 42
第肆章 質化研究結果 44
第一節 質化訪談背景 45
第二節 中華電信適定性服務商業模式的建構 46
第伍章 量化分析結果 52
第一節 樣本分析 52
第二節 敘述性統計分析 55
第三節 中位數檢定 57
第四節 因素分析與信度檢定 60
第五節 相關性分析 66
第六節 迴歸分析 67
第七節 問卷研究之假設驗證 74
第陸章 研究發現與討論 75
第柒章 研究結論與建議 84
第一節 研究結論 84
第二節 研究建議 87
第三節 研究貢獻 89
第四節 後續研究的建議 90
參考資料 92
附錄 101
附錄一、質化訪談大綱 101
附錄二、問卷內容 102 |
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12. 徐火旺（2011），連鎖加盟型態之創新商業模式探討—以國內A皮膚科診所為例，國立中興大學高階經理人碩士在職專班碩士論文
13. 陳禹成（2004），半導體產業之資訊科技應用、服務品質、顧客滿意度及顧客忠誠度關係之研究—以半導體材料及設備通路產業為例，國立政治大學企業管理研究所碩士論文
14. 陳韋忠（2006），從電信產業的發展探討數位音樂經營模式的突破，國立政治大學經營管理碩士學程碩士論文
15. 黃筠茜（2006），線上購物之服務品質、顧客知覺價值、滿意度、信任與忠誠度關聯性之研究，淡江大學企業管理研究所碩士論文
16. 曾秀芬（2009），採用行動定位服務的關鍵因素：信任及使用動機，國立台灣大學商學研究所博士論文
17. 曾繁庚（2006），行動加值服務的創新研究，國立政治大學科技管理研究所碩士論文
18. 楊雅婷（2010），影響網路團購之顧客滿意度與忠誠度及其前置因素之研究，國立政治大學商管專業學院碩士論文
19. 鄒貴懿（2010），旅館產業創新商業模式研究，中原大學企業管理學系碩士論文
20. 鄭欽鴻（2010），消費者態度與信任對於接受適地性服務的行為傾向之影響─以台灣市場為例，國立中興大學企業管理研究所碩士論文
網站與其他
1. 中華電信官方網站，http://www.cht.com.tw/ |
| Description: | 碩士
國立政治大學
科技管理研究所
99359004
100 |
| Source URI: | http://thesis.lib.nccu.edu.tw/record/#G0099359004 |
| Data Type: | thesis |
| Appears in Collections: | [科技管理研究所] 學位論文
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