電信服務中心服務品質績效考核之研究－以中華電信新竹營運處為例

A Study of Service Quality on Telecommunications Market Customer Service Centers: A Case of Chunghwa Telecom

林淑萍(Shu-Ping Lin) ； 劉思穎(Ssu-Ying Liu) ； 張陞灴(Sheng-Hong Chang)

《中華管理學報》 S_2(WTO貿易與物流專刊) (2005/07) Pp. 63-71

https://doi.org/10.30053/CHJM.200507.0014

摘要

國內的電信市場競爭激烈，服務品質是決定勝敗的重要關鍵之一。本研究欲建立與顧客接觸最頻繁與最直接的電信服務中心之服務品質考核模式，使得服務中心之服務品質能夠確實且有效的衡量，進而改進與提升。研究中利用敘述性統計分析、因素分析與層級程序分析法(AHP)建立電信服務中心之服務品質績效考核層級架構圖，並計算出評估準則之權重。最後，考量中華電信服務中心固有之考核方式，本研究提出一修正方式，計算出修正後之權重，提供中華電信公司及相關企業於改良考核方式時之參考。

關鍵字

電信服務中心 ； 服務品質 ； 績效考核

並列摘要

Telecommunications industry becomes more and more competitive after the ”three laws of telecommunications” were passed in 1996. Service quality which is highly related to the competitive advantages of companies becomes an important issue consequentially. The present study aims to build up a service quality control model on Telecommunications market customer service centers (TMCSC) providing the most frequent and direct contact with clients. In this paper, we used the descriptive statistical analysis, factor analysis, and analytic hierarchy process (AHP) to establish the hierarchy structure of service quality performance assessment of Chunghwa TMCSC and to generate the weights of each criterion. Simultaneously, A modify method is provided to correct the original criterions of performance assessment in TMCSC.

並列關鍵字

Telecommunications Market Customer Service Center ； Service Quality ； Performance Assessment