臺灣博碩士論文加值系統

台灣自從1996年開放電信市場自由化後，市場競爭無論是價格、品質或服務等已是最基本要求。因此，可以看到台灣企業常常使用兩家以上電信業者。一則互為備援，另一則因競爭可以為企業節省成本。隨著科技的進步，無論是雲端相關服務或者是智慧型手機方便性皆已取代傳統語音。換句話說，數據需求之服務已逐年遞增。同時，隨著經濟成長與技術進步，已使得企業愈來愈重視效益提升與降低成本的電信服務。
以往的企業對於電信服務單純只針對固網與行網的整合。但是，現在更希望電信業者的服務可以跨足其他產業異業結盟，以提供更優質的電信整合服務。因此，業者如果可以提供優質的服務品質、有效率的衝突管理、具備創新能力、重視顧客導向、具競爭力的促銷活動、好的企業形象、提升顧客滿意、屬於自己的核心能力、提供差異化價值的服務內容或者競爭力的價格知覺等，則必定可以成為企業心中最優質的電信業者。
電信產業屬於服務業的一環，企業重視的是所提供的服務或產品是否可以滿足需求並獲得最大的效益。電信業者可以透過管理機會矩陣可以更清楚了解競爭優勢，並且可以相對比較後了解到其他競爭業者的核心價值。最後，透過管理機會方格進行改善與提升客戶滿意度。企業一旦對於電信業者滿意度提高，隨之也會提升客戶忠誠度、交叉或新增銷售營收或者再轉介紹之機會。
台灣電信業應該以國際級電信為標竿。為達成此目標，業者應該更積極在服務業競爭階段中，由目前跟競爭者並駕齊驅階段或者形成差異化服務階段漸漸邁向世界級服務遞送階段。也唯有如此，台灣電信產業才有機會與世界級跨國電信業者並駕齊驅甚至更好，使台灣電信產業成為國家競爭力的一項標竿產業。

After opening the free telecom market in Taiwan since 1996, the price, quality, and service have became the basic requirements in competitive market. Therefore, we can see that Taiwan enterprises use two or more telecommunications at the same time. One reason is to be redundant for each other, the other is to cost down. As technology advances in Taiwan, traditional voice has been all replaced by the convenience of cloud and smartphone service. In other words, the demand of data service has been increasing year by year. Meantime, with economic growth and technological progress, it is more important for telecommunications service to improve efficiency and reduce costs.

In the past, enterprises had only focused on the integration of fixed-network and mobile-network for telecommunications service. Now, they hope to get the best service in telecommunications convergence through cross-industry alliance. It will certainly be the best carriers for customers if they can offer best service quality, efficient conflict management, ability of innovation, emphasis on customer-oriented, competitive promotional activities, good corporate image, customer satisfaction improvement, core competencies, differentiated value service and competitive price perception etc...

The telecommunications industry is a part of the service industry. The most important thing for customers is if the product and services can meet the demand and get the greatest benefits. Carriers can accord to management opportunity grid to find out competitive self-advantage clearly and also get the information of the competitive core value of the other competitors, then using this comparison to upgrade and improve customer satisfaction. If enterprise gets the higher satisfaction of service from the carriers, it will increase opportunity to enhance customer loyalty, cross-selling and new-selling revenue and also sub-introduce.

Taiwan''s telecommunications industry benchmark should be based on international telecommunication. In order to achieve this goal, the carriers should be from the stage of neck and neck with competitors or the formation of differentiated services gradually towards a world-class service delivery one. Only in this way, telecommunication Industry in Taiwan has opportunities to be better or keep pace with multinational carriers, moreover, to becoming a benchmarking of country''s competitiveness.

第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 研究對象與範圍 4
第四節 研究流程 5
第二章 文獻探討 6
第一節 電信服務業相關文獻 6
第二節 服務業之競爭構面 12
第三節 服務科學相關研究 20
第四節 管理機會矩陣 23
第三章 研究方法 26
第一節 研究架構(服務業競爭四階段) 26
第二節 研究方法與研究變數之建立 27
第三節 問卷設計 37
第四章 電信產業競爭階段分析 38
第一節 電信產業之發展與競爭概況 38
第二節 以管理矩陣分析電信業之競爭構面 47
第三節 台灣各電信業者競爭階段分析 79
第五章 結論及建議 87
第一節 結 論 87
第二節 未來研究建議 91
參考文獻 92
附錄 97

一、中文部分

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25.簡竹屏( 2005)，「內部行銷、顧客導向、工作滿足關係之研究-公、民營企業之
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26.顏世坤( 2006)，「應用無線通訊技術 (WiMax/WiFi) 於第一類電信服務業 (民營
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三、網路部分
1.亞太電信：http://www.aptg.com.tw
2.中華電信：http://www.cht.com.tw
3.遠傳電信：http://www.fetnet.net
4.台灣大哥大：http://www.taiwanmobile.com
5.國家通訊傳播委員會：http://www.ncc.gov.tw
6.台灣電信業者列表維基百科：http://zh.wikipedia.org/wiki/

四、報章雜誌部分
1.2012年5月2日發行之《天下雜誌》第496期。
2. 工商時報,2013/4/1