Essentially Discussion on the Quality of Telecommunication Servie - Taking the Broad Kaohsiung Area of Chunghwa Telecom Co., Ltd as an Example

• Main Authors: Hwang, Rong-Hwang, 黃榮鍠
• Other Authors: Kao, Ming-Rea
• Format: Others
• Language: zh-TW
• Published: 1997
• Online Access: http://ndltd.ncl.edu.tw/handle/81718211074304779691

碩士 === 國立中山大學 === 企業管理學系 === 85 === 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.