智慧型手機顧客滿意度之研究

The Study of Smart Phones Customer Satisfaction

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

《全球管理與經濟》 7卷2期 (2011/12) Pp. 129-149

https://doi.org/10.6565/JGME.2011.7(2).8

摘要

現代生活，通訊商品不斷創新，傳統接聽電話、傳收簡訊等功能已經是手機的基本配備，為了因應人們需求，手機進一步有了更便利的功能，因而發展出智慧型手機。本研究目的為探討智慧型手機使用現況、顧客滿意度相關因素差異考驗以及研究結果提供給智慧型手機相關業者建議，以刺激買氣。本研究為目的問卷調查法，共發出問卷423份、回收418份，有效回收率為99％。問卷26道題目分為四個因素，其整體信度為0.9556。研究結論發現：平均月所得為30000～40000元大於50000～60000元；教育程度為研究所大於大專、高中職；月花費為1001～1500元大於201～500元；目的為功能周全大於折扣優待。研究建議為：1.對智慧型手機設計部門，2.對智慧型手機門市部門，以及3.對後續研究者。

關鍵字

顧客滿意度 ； 智慧型手機 ； 產品滿意 ； 設備滿意 ； 人員滿意

並列摘要

In modem life, communication product innovation, traditional calls, send and receive SMS and other functions is a basic mobile phone with, to meet people's needs, and further have a more convenient mobile phone features, and thus develop a smart phone. This research aims to investigate the status of smart phones to use, customer satisfaction and related factors such as differences test results provided to the smart phone industry related proposals to stimulate buying. For the purpose of this study questionnaire, a total of 423 questionnaires were returned of 418, the effective rate of 99%. Questionnaire 26 questions divided into four factors, the overall reliability was 0.9556. Conclusion of the study found that: the average monthly income with the NT$30,000 to NT$40,000 more than the NT$50,000 to NT$60,000; The educational degree for the graduate greater than the college, high school and vocational; months of spend with the NT$ 1001 to NT$1,500 more than the NT$201 to NT$500; the purpose with comprehensive features more than at discounts privileges. Research suggestions are: 1. on the smart phone design department, 2. department stores for smart phones, and 3. follow-up researchers.

並列關鍵字

Customer Satisfaction ； Smart Phones ； Product Satisfaction ； Device Satisfaction ； Staff Satisfaction