查詢結果分析
來源資料
頁籤選單縮合
題 名 | 以品質機能展開法構建臺灣地區第二類電信事業之整體服務品質=Using QFD to Design the Total Service Quality for Type Ⅱ Telecommunication Industry |
---|---|
作 者 | 黃旭男; 陳怡君; | 書刊名 | 經社法制論叢 |
卷 期 | 24 1999.07[民88.07] |
頁 次 | 頁95-125 |
分類號 | 557.7 |
關鍵詞 | 第二類電信事業; 服務品質; 滿意度; 品質機能展開; Type Ⅱ telecommunication; Service quality; Satisfaction; Quality functional development; |
語 文 | 中文(Chinese) |
中文摘要 | 電信建設為國家之基礎設施,對經濟發展扮演舉足輕重之角色。傳統電信事業係 以電話為主,其服務性質具有高度之公共性,因而電信事業之經營均有自然獨佔之現象。然 而由於電信科技的發展,透過電信與電腦的結合,各種新興的電信與資訊服務乃應運而生, 第二類電信事業的發展乃方興未艾。 在電信事業自由化的趨勢下, 我國於 85 年 1 月通過電信三法,全面開放第二類電信事業 之經營,目前已有 89 家業者從事服務之提供,未來此類業者之競爭必將日趨白熱化。由於 電信與資訊科技的發展日新月異,而社會之需求亦極為多元化,使得第二類電信服務在性質 、種類及數量方面,均產生了劇烈的、根本的改變,因而服務提供者如何依據多元化的需求 ,提供滿足顧客需要的服務,不僅攸關業者之競爭優勢,亦攸關電信事業之發展。爰此,本 研究試圖透過對臺灣 500 大企業進行服務品質之調查, 分析服務提供者與使用者對服務品 質認知之差距,及使用者對服務品質的滿意度,進而以品質機能展開之手法,構建第二類電 信事業之整體服務品質,以建立服務提供者與使用者之服務介面管理。本文首先建立衡量第 二類電信事業服務品質之衡量指標,繼而分析第二類電信事業業者與使用者對服務品質重視 程度的差距,並分析使用者對電信服務的滿意度。最後,以品質機能展開之手法,構建第二 類電信事業之整體服務品質,以提供業者改善服務品質之參考。本研究之結果,對新興電信 事業之管理具有實務上的涵意,對電信服務管理之學術發展亦有補充之效果。 |
英文摘要 | Telecommunications are fundamental to a nation's infrastructure, playing a significant role in economic development. The telephone was the conventional center of the telecommunications industry and, due to its public nature, service was a natural monopoly. As a result of advances in telecommunications technologies, through the integration of telecommunications and computers, new telecommunications and information services are appearing and type Ⅱ telecommunication is just unfolding. In January 1996, as the telecommunications industry was liberalizing, the R.O.C. passed the three "Telecommunications Acts" opening the way for type Ⅱ telecommunications. At the present time, there are already 89 businesses providing services and the competition in this industry will most certainly intensify. Daily advances in telecommunications and information technologies and expanding public demands have brought about dramatic and fundamental changes in the nature of service, classification, and quantity of type Ⅱ telecommunications, therefore, how service providers satisfy diversifying demands of customers is, not simply a matter for dominating the competition, it is also important for developments in the telecommunications industry. Consequently, through a survey of 500 big businesses on Taiwan, this study attempts to analyze gaps of perceived service quality between service providers and users and to determine the level of customers satisfaction, then to construct total service quality for Type Ⅱ Telecommunications using Quality Functional Development to establish service interface management for service providers and users. The major objectives of this study are as follows: 1.To establish and gauge an index for measuring the quality of the type Ⅱ telecommunications service. 2.To analyze gaps of perceived service quality of the type Ⅱ telecommunications between service providers and users and to determine the level of customers satisfaction. 3.To use the Quality Functional Development method to construct total service quality for the type Ⅱ telecommunications industry for use as reference by providers to improve service quality. The results of this study are of substantive significance to the new telecommunication professionals as use in management and can be used as supplementary data in academic developments in telecommunications service management. |
本系統中英文摘要資訊取自各篇刊載內容。