| Summary: | 碩士 === 世新大學 === 公共關係暨廣告學研究所(含碩專班) === 96 === Mobile telecom’s web sites provide more convenient and exclusive communication services which replace part services provided by brick-and-mortar channels and service hotline, and become a very important contact point between the mobile telecom operators and customer.
This study's investigation is focused on mobile telecom’s web sites service quality, customer satisfaction and customer loyalty by adopting internet survey. Factor analysis and regression analysis are major analytical methods, for understanding the relationships between mobile telecom’s web sites service quality, customer satisfaction and customer loyalty. The results showed that: (1) mobile telecom's web site service quality has significant relation with telecommunications services satisfaction, (2) telecommunications services satisfaction has significant relation with customer loyalty, and (3) mobile telecom's web site service quality has significant relation with customer satisfaction. In addition, according the research findings, we provide the management recommendations in mobile communications industry.
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