A Study of Telecommunication Service Quality -- A Case of Taichung

• Main Authors: Chen, Ying-Ya, 陳瀅雅
• Other Authors: Su, Yuan-Hwa
• Format: Others
• Language: zh-TW
• Published: 1997
• Online Access: http://ndltd.ncl.edu.tw/handle/60710273293416943747

碩士 === 靜宜大學 === 管理科學研究所 === 85 === 　　With the rapid development of the service business in recent years, the study of service quality becomes more and more important. It is diffficult to quantify the concept about quality of service until the development of SERVQUAL by three scholars, P.Z.B. However with the wider and wider application of SERVQUAL, many scholars begin to question and criticize this method. Some scholars even developed the different kind of quantifying measures such as the SERVPERF MODEL presented by Cronin & Taylor (1992). There is still no definite conclusion concerning which measure is better. One of the purposes of this study is to compare the two measures by an empirical study conducted in the telecommunication service business. 　　There are two stages of this study. The first stage is to compare the modified SERVQUAL and modified SERVPERF by their reliability, validity. model fitness and the value of application. In the second stage the model which performs better in the first stage will be applied to examine the service quality of the domestic telecommunication service quality. We also investigate whether the liberalization of telecommunication has effect on the service quality. Furthermore, this study will also examine ofther factors that may affect telecommunication service quality. 　　Results of thsi empirical study can be summarized by four conclusions: 　　(1)The modified SERVPERF performs better than the modified SERVQUAL. 　　(2)The different market segments in the telecommunication service business have significant different level of recognition of the service quality. 　　(3)The consumers becomes more aware of the service quality after the liberalization of telecommunication, especially on the scale of concern. 　　(4)Not only the five scales of service quality, the consumers'' recongition of price and feeling of same country will also affect the view of telecommunication service quality.