查詢結果分析
來源資料
頁籤選單縮合
題名 | 網路電話服務品質顧客滿意度之研究=A Study on Customer's Satisfaction to the Quality of VoIP Services |
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作者 | 張燦明; 徐志宏; 陳義分; 曾怡燁; 李銀騏; Chang, Tsan-ming; Hsu, Chih-hung; Chen, Yee-fen; Tzeng, Yi-ye; Li, Yin-chi; |
期刊 | 修平學報 |
出版日期 | 20080300 |
卷期 | 16 2008.03[民97.03] |
頁次 | 頁1-19 |
分類號 | 448.7 |
語文 | chi |
關鍵詞 | 網路電話; 服務品質; 顧客滿意度; VoIP; Service quality; Customer satisfaction; |
中文摘要 | 網路電話是透過網際網路來傳輸語音資料,由於話費成本相對較低,進而威脅傳統電信業者於國際、長途以及行動電話語音的業務。甚者,隨著科技的發達與網際網路的盛行,網路電話於未來的電信市場中,將佔有一席重要之地位。鑑於網路電話已逐漸吸引了更多的使用者,然而國內外學者卻甚少有此服務品質的相關研究。因此,本研究欲藉由問卷調查方式,探討網路電話服務品質的顧客滿意度。 本研究以國內網路電話使用者為研究對象,首先經由前測,以探索性因素分析法,萃取了網路電話服務品質因素的七大構面,包括:「經濟成本因素」、「品牌聲譽因素」、「整合運用因素」、「品質穩定因素」、「品質可靠因素」、「方便舒適因素」、「系統功能因素」等。其次,經正式問卷後,本研究以多變量變異數分析法,探討不同個人屬性變項於網路電話服務品質七大構面的顧客滿意度。最後,以多元迴歸分析法,發現「經濟成本因素」較其他因素更能影響顧客滿意度。 |
英文摘要 | The Voice over Internet Phone (VoIP) transmits voice information through Internet that poises a threat to the voice business of international, long distance and mobile phone services offered by conventional telecommunication operators because its cost is relatively low. Furthermore, with the development of technology and popularization of Internet, the Internet phone is set to play an important role in future telecommunication markets. In light of fact that more and more users are attracted by Internet phone and there are still few VoIP service quality related researches in Taiwan and abroad, we hope to explore Internet phone customer satisfaction to the quality of VoIP services by means of questionnaire surveys. The subjects of the research are VoIP users in Taiwan. By pre-test questionnaires to extract through explorative factor analyses the seven major aspects of factors of VoIP service quality including “economic cost factor”, “brand and reputation factor”, “integrated exercises factor”, “quality stability factor”, “quality reliability factor”, “system comforts factor” and “system function factor”. After receiving returned questionnaires, we use multiple ANOVA to explore customer satisfaction of variables of different individual attributes in the seven major aspects of VoIP service quality before explores the relationship between service quality and customer satisfaction by multiple regression analysis. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。