性別與年齡對服務品質與顧客滿意度屬性差異之影響探討_以某電信公司4G服務為例

Abstract

第四代行動通訊技術(4G)為新興的無線通訊技術，因其普及性與便利性，已成為全世界社會大眾日常生活不可或缺的重要溝通工具。本研究擬以某電信公司4G服務為研究標的，探討性別與年齡對其服務品質與顧客滿意度屬性差異之調節影響效應。 本研究結果指出：使用電信4G服務的用戶，對於電信公司所提供4G服務的品質同意暨服務滿意程度，在六種態度構面上皆有所不同，而性別與年齡會明顯調節影響此六個態度構面之重視程度。針對男女不同對於某電信4G服務品質及滿意度重視的態度構面有所不同，而不同年齡的客戶，只對於電信4G服務品質重視的態度構面不同，但對於服務滿意度則無差別。 本研究結論可提供第一線服務人員，在電信4G服務品質暨顧客服務滿意度上，對於不同性別與年齡層顧客服務品質要求的提升。

The fourth-generation mobile communication technology (4G) is the emerging wireless communication technology. As its popularity and convenience, this technology of Telecom 4G has become a public and an indispensable communication tool in the world-wide. The aim of this study is to investigate the effects of gender and age on the difference among attributes of service quality and customer satisfaction in the case of a Telecom 4G Service. Results from this study indicate that the users’ priority of Telecom 4G service is vary from the quality and satisfaction. Gender and age can significantly modulate the priority on six attributes of service quality and customer satisfaction. Telecom 4G users in different gender have different priorities in service quality and service satisfaction attributes. However, Telecom 4G users in different age have different priorities on service quality attributes, but not on service satisfaction attributes. It is expected that these study results can provide useful recommendations to first-line service personnel of Telecom company for improving customer service quality and satisfaction of their 4G service users in response to different gender and age’s request.