| 摘要: | 隨著資訊科技的創新與電信自由化，固網執照的開放及電信產業的整併，加強服務品質及提高顧客服務滿意度，已成為市場競爭中另一項重要的關鍵因素。本研究目的在探討T電信公司服務品質與滿意度，就所得研究資料供企業營運決策之參考，研究對象為T電信公司企業用戶事業群之企業客戶。
本研究採用文獻分析(PZB)、問卷調查及主成份分析等方法，以問卷調查為研究工具，並採用李克特五等尺度量表進行調查，問卷信度採用Cronbach’s α係數來檢定一致性，問卷效度採用最大變異數法進行因素分析，並採用Barlett’s球形檢定及KMO適合度考驗，以檢定是否適合進行因素分析，本問卷共發出400份，有效樣本為107份，本研究歸納出：1.企業客戶在期望與實際認知的服務品質有顯著性差異、2.知覺服務品質與顧客滿意度有顯著正相關、3.顧客滿意度與後續意圖行為有顯著正相關。
經由本研究分析與結果，對T電信公司提出建議，以進一步提升企業客戶對T電信公司服務品質滿意度與忠誠度，以達到企業競爭優勢：1.T電信公司人力及資源要合理分配、2.服務對象的順序有差異之分，服務品質不能有差異之分。
With the innovation of information technology, liberalizing of telecommunications, granting of telecommunications license, and merging of telecommunication industry, the ability to improve service quality and customer satisfactory has become a key factor to compete on this market. Hence, this research is proposed to discuss telecommunications industry service quality and satisfaction.
The study was made to move through methods as reference analyzing (PZB), questionnaire survey and major component analyzing, totally 400 copies questionnaires were released and retrieved with 107 copies, are summarized as following：1. Difference between the quality of services expected by the customers’ and the actual quality of services perceived. 2. There is a positive correlation between quality of service perceived and customer’s satisfaction. 3. There is a positive correlation between customer’s satisfaction and customer’s behavior intention.
This research proposed several suggestions for T telecommunications company, in order to improve the customers’ satisfaction and loyalty：1. T telecommunications company should distribute its manpower and resources logically. 2. All of customers should be treated the same quality of service. |
