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Shiyu Zhao. Investigating the customer service quality through importance performance analysis : the case of China Telecom DL Branch . Master's Degree(Business Administration). Rangsit University Library. : Rangsit University, 2018.
Investigating the customer service quality through importance performance analysis : the case of China Telecom DL Branch
透过重要性绩效分析探讨客户服务品质 以中国电信DL 分公司为例
Name: Shiyu Zhao
LCSH:
Customer services
-- Case studies
LCSH:
Consumer satisfaction
-- China
LCSH:
Consumer behavior
-- Case studies
Abstract:
As market competition intensified, enterprises are more and more deeply aware
that market competition is the competition among enterprises trying to win the same
customers, and enterprises need to rely on customers to achieve profitability. It is
difficult to keep existing customers and attract new customers by relying on only price
and product quality, service is the trump card to win. In such a competitive environment,
the telecommunication industry has evolved from the price competition to customer
service competition. Therefore, one of the important factors of being competitive is to
improve customer service quality, improve the system customer service, and improve
customer satisfaction. This study takes China Telecom DL Branch as an example, based
on the five dimensions of SERVQUAL to design the questionnaire and collect
customers feedback on the service quality after they have used the company service.
The importance-performance analysis (IPA) is used to investigate customer service
quality. In addition to the overall sample analysis, this study also conducted several
analyses for customers with different attributes to understand the differences of the
result. Based on the analysis results, this study proposes suggestions to China Telecom
DL Branch for improving its customer service.
Abstract:
随着市场竞争的加剧，人们越来越深刻地意识到，市场的竞争就是企业争夺
客户的竞争，企业若想实现盈利则需要依赖客户。若企业仅靠产品的价格和质量
很难留住客户，服务便是从中获胜的王牌。电信业在当今如此激烈的竞争环境下，
已从原来的价格竞争演变为争夺客户资源，因此，争夺客户资源的重要因素是提
升客户服务品质，完善服务体系，提高客户满意度。本研究以中国电信DL 分公
司为例，结合SERVQUAL 的五个维度进行问卷量表的设计，收集客户在体验公
司服务后对该公司服务品质的看法，运用重要性─绩效分析（Importance-
Performance Analysis，IPA）方法探讨客户服务品质。本研究除了进行整体样本分
析外，还针对不同属性的客户进行分群并再次分析，了解其重点改善项目的不同。
针对分析结果，本研究提出对中国电信DL 分公司改善与调整服务内容之建议。
Rangsit University Library
Address:
Pathumthani
Email:
rattanapornn@rsu.ac.th
Name: Yang Shu Chen
Role:
Advisor
Created:
2018
Modified:
2023-11-15
Issued:
2020-01-22
วิทยานิพนธ์/Thesis
application/pdf
chi
Spatial:
China
DegreeName: Master of Business Administration
Level: Master's Degree
Descipline: Business Administration
Grantor: Rangsit University
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Shiyu Zhao
| Title | Contributor | Type |
|---|---|---|
| Investigating the customer service quality through importance performance analysis : the case of China Telecom DL Branch
มหาวิทยาลัยรังสิต Shiyu Zhao | Yang Shu Chen | วิทยานิพนธ์/Thesis |
Yang Shu Chen