當今網際網路顯然已成為大多數業界交易行為運用的主軸,但受限於有線電路的牽絆,使得資訊之存取必須位於線路終端設備前有限範圍內進行,其時效與績效皆遭受到重大影響。但近幾年來由於無線上網技術之快速興起而突破了此時空的限制。本研究將站在使用者的面向,藉由瞭解無線上網技術服務創新,透過個案中華電信公司在面對使用者時所需提供的服務與產品,探討無線上網技術服務未來可能改進與發展的方向,提供國內通訊業者提升競爭力參考。 本研究透過文獻探討、德懷術和個案研究法的運用, 經歸納具體結論如 下: 1. 服務創新在電信服務構面以「熱點的數量、密度與佈建區域」、「安全保密性」、「方便性」是最重要的。 2. 服務創新在顧客滿意度構面以「重視顧客滿意度」、「瞭解顧客需求」為優先的。 3. 服務創新在公司經營構面以「高階主管支持」、「具有競爭力的產品與服務的價格」、 「了解消費者的需求」是最重要的。 4. 服務創新在無線上網技術面中以「產品與服務創新」及「創造競爭優勢」最要重視。
The current Internet has obviously become the main platform for most business transactions. Information retrieval applications for these transactions must rely on wired terminal equipment with limited using range, which affects its performance and efficiency substantially. However, new advanced developments in Wireless Fidelity (Wi-Fi) during the last few years have greatly improved the speed and coverage in those Internet applications. This study is based on questionnaire results by interviewing Chunghwa Telecom customers in both Taipei County and New Taipei City. It is further analyzed and investigated with statistical analysis methods including Delphi method and Experts questionnaire. In order to understand the relationships between customers and Wi-Fi service vendors. The results of the study may also serve as a reference guide for telecommunications vendors. The crucial findings based on the statistical analysis methods include: 1. Service innovation in telecommunications services dimensions, “The number of hot spots, density, and provisioning area”, “Security and confidentiality’’, and “Convenience’’ are the most important issues. 2. Service innovation in Customer Satisfaction dimensions, “Emphasis on customer satisfaction ’’, and “Understand customer needs’’ is the most priority. 3. Service innovation in Company dimensions, “Top management support’’, “Competitive products and Prices of services’’, and “Understanding of consumer needs’’ are the most important. 4. Service innovation in Wi-Fi technical dimensions, “Product and Service Innovation’’,and “Creating Competitive Advantage’’ are the most important.