本研究透過探討電信零售業者和消費者之間的關係品質對於顧客忠誠度的影響，並加入服務多元性的影響，討論如何增加消費者消費意願。本研究以近兩年內消費過通信商品之消費者為研究對象，探討關係品質中的承諾、誠信、滿意度對於顧客行為忠誠及態度忠誠的影響。研究結果顯示，在有效分析631問卷後，明確驗證消費者對於關係品質，與顧客忠誠度之間，具有顯著影響效果，並在加入多元性討論的情況下有不同的結論。
This study investigate the relationship between the quality of telecommunications between retailers and consumers for the impact of customer loyalty and add diversity affect service to discuss how to increase consumers' willingness to spend. In this study, over the last two years the consumption of consumer goods for the study of communication, explore the relationship between the quality of commitment, integrity, satisfaction for the customer loyalty behavior and attitude loyalty. The results show that in the analysis of 631 valid questionnaires, the clear relationship quality verification consumers, between loyalty and has a significant impact on results, and in the case of adding diversity to discuss different conclusions.
