客服人員之服務品質對顧客行為意向影響之研究－以中華電信為例

The influence of agent service quality on customer behaviors effects-Chunghwa Telecom as an example

朱美華(Mei-Hua Chu)

指導教授 ： 楊立人

淡江大學/商管學院/企業管理學系碩士在職專班/碩士(2017年)

https://doi.org/10.6846/TKU.2017.00813

摘要

服務品質在電信公司是影響顧客行為意向的重要因素，因此，此研究的主要目的在於調查中華電信的服務品質跟顧客行為意向的關聯性。
此研究在探討不同特性的客服人員對於服務品質的區別，此研究也評估不同特性的顧客在不同行為意向的區別。
研究資料收集於2017年2月至3月間，總共分析了174份有效問卷，研究結果如下：
1、電信公司的服務品質對顧客行為意向具有正向的重大影響。
2、不同屬性的客服人員其服務品質是否差異。
3、不同屬性的顧客其顧客行為意向是否差異。

關鍵字

服務品質 ； 顧客行為意向

並列摘要

Service quality is an important factor that influence customer behavioral Intention for a telecommunication company. Thus, the primary objective of this research was to investigate the impact of service quality on customer behavioral Intention for Chunghwa Telecom.
In addition, this study explored the difference in service quality among different characteristics of service staff. This research also assess the difference in behavioral Intention among different characteristics of customers.
The data were collected between February and March 2017. A total of 174 valid questionnaires were analyzed. The results of this study are as follows:
1. Service quality has a significant positive influence on customer behavioral Intention for a telecommunication company.
2. The difference in service quality exists among different characteristics of service staff.
3. The difference in behavioral Intention exists among different characteristics of customers.

並列關鍵字

service quality ； customer behavioral Intention

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