The research of quality of Cable TV service in Taiwan

• Main Authors: HSIEH HSIANG YIN, 謝享吟
• Other Authors: 鄭時宜
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/00680191541389002199

碩士 === 樹德科技大學 === 經營管理研究所 === 95 === Recently, Cable TV becomes an emerging industry, but the origin of Cable TV can be traced back to 1969. With better life quality, TV Shows gradually become the major recreations, to most Taiwanese. The domestic Cable TV is provided by the companies of Cable TV. They transmit the signal which offered by companies of channels or received by satellites, self-produced shows, and shows bought from other channel through first-end generation room, and equipment of trans-channel…etc. by this way, the vision and shows can pass through coaxial cable or fiber network to the televisions at each house. The Cable TV companies now decide to take the strategy of integrity. In order to compete with digitalization TV, they expand the range of transmission areas to decrease the cost. Because of the trend toward integrity of Cable TV in Taiwan, the quality of Cable TV service becomes a crucial criterion to the customers. The purposes of the research:(1) to measure the satisfaction of the customers with Cable TV by the measurement model P.Z.B.(2) to probe in the affecting factors of satisfaction with quality of Cable TV service. (3) to compare the quality of service from different Cable TV companies. (4) to set up the measurement norm of quality of Cable TV service. This research using Convenience Sampling, and total valid surveys are 241respondents. The results of the research: (1)The most important thing to customers is that “The company give the customers the service they offer in detail.”; the most unimportant thing to customers is that “the conspicuousness of the shop sign.”(2)The customers are content with the thing that “customers have faith in company” most; the customer are content with the thing that “the company releases the latest list of TV show” least.(3)By the analysis of I.P.A, I find there are six things that the company should improve. The first one is to establish an appropriate way to receive the complaint from customers. The second one is to provide regular signal without cutting. The third one is to provide service within the promised time. The forth one is to tell the customers the service they offer rightly. The fifth thing the company should improve is that the service personnel often ignore the complaint of the customers out of busy. The sixth thing is to resolve the complaint of customers in times. Key words: service quality, Cable TV companies, and customers.