臺灣博碩士論文加值系統

為配合政府早日實現台灣成為亞太營運中心之目標，交通部對於電信自由化、民營化的政策正積極推動，並擬定三階段電信業務開放民營時程，於民國78年開放加值業務及民國86年開放行動通信業務，預計民國90年開放基本電信業務，並將國營中華電信公司改為民營公司，屆時，台灣電信市場將處於激烈競爭的自由市場環境。面對自由化的市場挑戰，想要在這一產業生存發展，除了要技術領先、價格合理、效率高外，良好的服務品質將是擁抱客源及獲得市場競爭優勢的關鍵。鑑此，本研究目的，乃在瞭解電信事業服務品質的現況暨電信主管與用戶間、不同屬性用戶群間對服務品質的認知有無差距，最後，探討衡量電信事業服務品質的因素構面並對研究結果提出建議。
本研究採用問卷調查為研究工具，以中華電信公司大高雄地區的市內電話、行動通信用戶及電信主管為研究樣本，調查地區涵蓋高雄市、高雄縣之鳳山、岡山、旗山等，採分層隨機便利抽樣方式，進行實證問卷調查，透過SPSS統計軟體作資料分析，提出研究結果。
研究結果發現，用戶對電信事業服務品質績效之認知水準，大多數居於普通與滿意水準之間，服務品質亟待再加強；用戶與電信主管、不同屬性用戶群間對服務品質績效與服務屬性的重要程度均有認知差距；萃取出衡量電信事業服務品質的四個因素構面，包括迅速關懷性、有形實體性、簡便可靠性及專業安全性等因素。根據上述研究結果，建議現行電信事業提昇服務品質的作法包括:積極改善負面評價的服務項目；縮小用戶與電信事業對服務品質的認知差距；將提昇行動通信服務品質列為首要改善目標；致力於迅速關懷性因素及簡便可靠性因素的改進;定期衡量企業本身及競爭對手的服務品質績效等。

For the realization of government''s commitment to develop Taiwan to be The Asia-Pacific Regional Operation Center, The Ministry of Transportation and Communication has set forth three stages of Telecommunication Liberalization, namely as Deregulation of Value Added Network (VAN) Telecom-Service in 1989, Restriction Lifting for Cellular phone service in 1997, and complete liberalization by opening the Fundamental Telecommunication Service to the competition from private sector in 2001, meanwhile privatizing The Chunghwa Telecommunication (CHT). By the time, the entire telecommunication market in Taiwan will be radically competed. Confronting the challenge of liberalized market, the company must earn competitiveness by having excellent service quality besides the advance technology, rational tariff rate, and high efficiency. The main purpose of this research is to indicate present quality of telecommunication service as well as to recognize conscious gap of the quality between the customer and the officer of CHT, and to explore a suitable measurement for assessing the service quality, then propose some recommendations at final.
This investigation adopt the method of questionnaire, by sending the questionnaire to the customer of local telephone, mobile communication and the officer of the CHT at Broad Kaohsiung area which encompass Kaohsiung city, Fongsun, Kungsun, Chiesun of Kaohsiung county, data are collected via Stratified Random Sampling, and analyized by SPSS statistic software to obtain the result.
The result of this investigation indicates that: the customer''s recognition on the quality of telecommunication service are distributed mainly between fair and good level, this mean that CUT service quality ought to be enhanced, About the importance of service characteristic and quality degree, there is a great distance as well as between the recognition of the CHT officer and that of the customer. In this research, We have divided the service characteristic into four dimensions, namely as Rapid-empathy, Tangible-substance, Reliable-convenience, and Expertise-security. Correspondently, the result has been concluded with suggestions for the CHT to upgrade the service qualities by: Improving service items poorly graded, Trying to lessen the recognition gap, Commiting to fulfill customer''s requirement for empathy and reliability, Assessing frequently the service qualities of CHT and competitive rivals.