The effect of Telecommunications Service Quality、Product Quality to students in Taichung Colleges Satisfaction and Loyalty

• Main Authors: Kai-Yuan Tien, 田凱元
• Other Authors: Chia-Pao Chang
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/98618266662308762434

碩士 === 國立勤益科技大學 === 工業工程與管理系 === 99 === Domestic liberalization of the telecommunications privatization, the mobile communications industry showed rapid growth trend each year, led the rise of domestic telecommunications services industry, creating a very substantial business opportunities, and business opportunities continue to grow as the number of users and thus a more vigorous development. This study investigated the telecommunications service quality, product quality, customer satisfaction and customer loyalty relationship between the impact of using convenience sampling methods to investigate the way to Taichung tertiary students to study mobile phone users, the use of statistics SPSS 12.0 software package and IPA for data analysis, through the analysis results show that: the telecommunications industry service quality and customer satisfaction, product quality and customer satisfaction and customer satisfaction and customer loyalty are significantly positive relationship exists; telecommunications service quality "Assurance "and " empathy "there is significant impact on the relationship between customer satisfaction; product quality "product interest" and "product image "there is significant impact on the relationship between customer satisfaction; there is significant impact on customer loyalty customer satisfaction relationship; Different demographic variables and different school system the most important quality of the products used by operators feel there is a significant difference in perception. Finally, according to analysis results are summarized conclusions and recommendations, to provide telecom operators reference for decision-making.