公用電話服務品質之實證研究--以台北市為例

Abstract

隨著自由化、國際化的潮流，以及社會經濟的繁榮、國民所得的提高，服 務業將逐漸成為經濟活動的重心，而在配合政府發展台灣成為亞太營運中 心之際，電信所扮演的角色及其影響程度將更為深遠。公用電話是電信重 要的一環，其經營的目的就是要提供社會大眾外出時也能有便捷完善的通 信服務。 經由文獻探討之後，本文所用的模式係採 Parasuraman 的衡 量服務品質模式。由研究結果發現，社會大眾非常重視公用電話的各項服 務，尤其對公用電話的故障率，公用電話的清潔情形、公用電話的均勻分 佈以及公用電話通話的清晰度（通話品質）等項，均有很高的期許，也因 此造成較大的認知差距。 本文亦對社會大眾期待電信局開放的新服務 做次數分配統計，得知消費者最希望開放的業務是公用電話來話（受話） 業務以及公用傳真業務，再其次為店頭式公用電話業務。另外，也以變異 數分析來探討人口變數對服務品質認知差距的影響，分析結果，人口變數 對服務品質認知差距具顯著性。最後歸納出結論並對提昇公用電話服務品 質作系統性的建議，供公用電話主管單位做為決策上的參考。 Following the trend of liberalization and internationaliz- ation, the service business will gradually become the emphasis of economic activities to fit the prosperity of social economy and the elevation of national income. Consequently, the tele- communication plays a important role for matching our govern- ment develops Taiwan to be as a Regional Operations Center. Payphone is one significant business of the telecommunications, its management object is supply a quick and perfect communic- ation service to the consumer when they are in outdoors. By means of exploring the literature this report takes a Parasuraman's service quality model,Obviously, customer is very valuing all kinds of payphone service, especially in breakdown percentage, cleaning appearance, average distribution and communication quality which are great expected by customers. That makes a gap between expectations and perceptions. Furthermore, according to the distributive statistics we realize that the customers hope telephone office to put the incoming call of payphone, public FAX and private payphone in service. Finally, this report generalizes a conclusion and recommands how to raise the service quality of payphone for being reference of decision of the authorities.