| URN | etd-0611115-141633 | Statistics | This thesis had been viewed 431 times. Download 3 times. |
| Author | Ping-fung Hsu | ||
| Author's Email Address | No Public. | ||
| Department | Institute of industrial management | ||
| Year | 2014 | Semester | 2 |
| Degree | Master | Type of Document | Master's Thesis |
| Language | zh-TW.Big5 Chinese | Page Count | 76 |
| Title | A satisfaction study on using the mobile phone number ~ A case study on the customers of a digital technology company in Taipe |
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| Abstract | A satisfaction study on using the mobile phone number ~ A case study on the customers of a digital technology company in Taipe Student¡GPing-Fung Hsu Advisor¡GProf. Dr. Liang-Ho Chen Graduate school of Industrial Management Tungnan University Abstract This research theme is to explore Taipei some luck using a mobile phone number field to open the services quality status. The company shipped by the customer and satisfaction with quality of service. According to the research of motive, the purpose of the study, Parasuraman, Zeithaml and Berry (referred to as PZB) three scholars proposed conceptual model for quality of service and service quality of mature perspectives, And refer to the relevant literature to construct five facets of this study (tangibility, reliability, responsiveness, assurance, and empathy), as a measure of the transportation company services the quality of pointers. Research by questionnaire and software package SPSS for quantitative analysis and study methods for reliability analysis, descriptive statistical analysis, independent samples t-test, paired samples t-test, ANOVA, statistical analysis methods. Through research, open transport company expectations of service quality and satisfaction there is a significant difference between, Clients about expected and actual kaiyun's views are not the same, show a gap of five (expectations and cognitive differences) exist, and due to different environments in different parts of their satisfaction is not significantly different. Improved quality of service, therefore, according to the study results management policy development, implementation and management of the future recommendations to facilitate open transport company as a follow-up "customer-oriented" spirit of service, enhance the quality of service provided to enhance future basis. Keywords¡Gluck, quality of service, PZB modes, satisfaction |
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| Files | indicate in-campus access immediately and off-campus access at one year | ||
| Date of Defense | 2015-05-25 | Date of Submission | 2015-07-08 |