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Due to the liberty of Taiwan mobile telecommunication market,
the market form CHT monopolization shifts to open and
competitive time. Customer satisfaction is the key factor to run
the new growing mobile telecommunication market. This research,
aimed at mobile service company in Taipei metropolis, is to
explore the affected factor customer satisfaction and
correlation among customer satisfaction, quality and
telecommunication quality. This paper is organized as the
following 5 chapters. Chapter 1 describes the background,
motivation, purpose and the range of this research. Chapter 2
explores the three concerned terms: service classification,
service quality and customer satisfaction by reviewing relative
literature. Research method is explained in chapter3, the
research is aimed at mobile customer in Taipei City & county,
form that samples were drawn by questionnaire, and the resulting
data were analyzed by statistical approaches including Factor
Analysis, ANOVA and Regression Analysis. Chapter 4 reports the
results of the analysis. Chapter 5 presents conclusions and
recommendations.The findings of this research can be concluded
as follows:1. A significant positive correlation was found
between service quality and customer satisfaction.2. A
significant positive correlation was found between
telecommunication quality and customer satisfaction.3. A
significant correlation between customer expectations and
performance in mobile service.4. Correlation in customer
satisfaction will not affected by population statistics except
agenda.
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