| Summary: | 碩士 === 國立臺灣科技大學 === 管理研究所 === 100 === The aim of this study is to explore the correlation between VIP service quality and customer satisfaction of the telecom company. The investigation is to use one of the major Taiwanese telecom companies: TaiwanMobile as the research candidate; the study uses convenience sampling questionnaire to collect data. All data compiled from the returned 168 valid questionnaires are analyzed and hypotheses are verified by variable analysis, factor-analysis, and credibility and validity analysis.
The key findings indicate positive correlation between VIP service quality and customer satisfaction, and consumers’perceived service quality and customer satisfaction. Although the same positive correlation also exists between customer satisfaction and customer loyalty, however, the difference is not significant. Some of the customers satisfied with the VIP service quality provided by the telecom company still suggest the more distinguished items and better service quality than normal customer, or they may not continue to use the same telecom company.
The result of this study should exert certain influence on the operation management of Taiwanese telecom company because they are intensely competitive environment in the saturated market situation. The telecom company need to improve its profitability through VIP service quality to achieve better customer satisfaction and higher customer loyalty consistently. Consequently, these findings hope to offer a clear understanding and useful guideline for the telecom firms to apply it when they set their marketing strategy.
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