智慧型手機服務品質之研究

A Study on Service Quality of Smart Phones

蕭源都(Yuan-Du Hsiao) ； 趙偐驊(Yen-Hua Chao) ； 王儒弘(Ju-Hung Wang) ； 汪孟勳(Meng-Hsun Wang) ； 林凱逸(Kai-Yi Lin)

《華人經濟研究》 10卷1期 (2012/03) Pp. 131-164

https://doi.org/10.30065/JCER.201203.0007

摘要

手機出現為人類帶來便利的生活，成為人們生活不可或缺的隨身物品，隨著科技不斷進步，接聽電話以及傳收簡訊等，這些功能已是手機的基本配備。為了人們需求，進一步發展出智慧型手機，而有了更便利的功能。本研究皆在探討使用智慧型手機的現況，和使用智慧型手機的服務品質差異考驗情形；問卷以因素分析建立其建構效度，整體問卷之Cronbach α係數為0.9718。研究發現：使用智慧型手機年齡以26－35歲者居多、取得相關資訊最主要的方式是以朋友交談獲得居多、行動電話每月花費在「保證性」的構面上，501～1500元大於200元以下、購買智慧型手機最主要的目的是功能周全大於引人注意。本研究建議智慧型手機門市可用更多促銷方案刺激消費。

關鍵字

服務品質 ； 智慧型手機 ； 可靠性 ； 保證性

並列摘要

Phone appears convenient living for mankind to become an indispensable belongings of people's lives, as technology advances, answer the phone, send and receive SMS and other functions is the basic equipment. To people's needs, develop a smart phone further, and there is more convenient function. This study aimed to explore the using status of smart phone and differentiation testing of service quality, the factor analysis of questionnaire to establish its construct validity, the Cronbach's α coefficient of total questionnaire is 0.9718. The study found: the aged of using smart phones between 26 to 35 years old with the majority, the main way to obtain the relevant information is the mostly with obtained friends talked, the smart phone costs on the factor of ”assurance” monthly, 501-1500 dollars more than below 200 dollars. The main aims of purchase smart phone are function thorough more than interesting. This study suggests that smart phone stores will apply more promotions to stimulate consumption.

並列關鍵字

Service Quality ； Smart Phones ； Reliability ； Guarantee