數位有線電視暨寬頻網路維修服務滿意度分析-以K公司為例

Abstract

在全球電信自由化、數位化、光纖化、高速上網之匯流影響，傳統媒體中發展的最為成熟的有線電視產業走向數位化，已是全球媒體市場的必要的趨勢。台灣順應著這股潮流，政府與全國有線電視業者無不傾全力投資、研發與推動有線電視平台數位化、節目內容數位化等，其中又以有線電視數位化的發展最引人注目。本研究從有線電視暨寬頻網路維修服務滿意度分析研究的觀點，探討維修服務品質、產品品質對顧客滿意度之影響。本研究採用問卷調查法，先設計客製化問卷，再收集要求為之顧客資料，經過統計資料分析後，研究結果顯示影響數位有線電視服務總體滿意度主要因素，依序為客服人員服務態度、客服人員接聽電話的速度、客服人員解決問題的能力、工程人員服務態度、預約到府維修的速度、維修人員到府解決問題的能力以及整體服務表現的評價。本研究之結果提供有線電視業者提升其服務與功能的具體方向，加速數位有線電視服務滿意度的提升及全面數位化推展。

Due to the influences of the global telecom liberalization, technology digitization, and broadband convergence, the digitalization of TV industry which is the most mature industry within mass media development becomes the trends in the global broadcasting market. To catch up with this trend Taiwan government and operators devotes all the efforts on the development and promoting media digitization and digital contents. Among all, the development on the digital CATV is the most significance one. This research is based on the service quality of PZB to discuss the impact on the customer satisfaction from the aspect of the service quality, product quality . The researcher adopts the methodology of questionnaire survey. After statistical data analyses, the research result shows that the seven factors influence the overall customer satisfaction of digital CATV services are attitude of call service, pick up speed of call service, on line problem solved of call service, attitude of engineer, on time of engineer, problem solved of engineer and total service quality in order. The result of research provides concrete approaches for operators to improve the services and functionalities in order to promote the development of digital CATV in Taiwan.