| Abstract: | Facing the rapidly advanced technology, the high degree of liberalization and competition in the market, Chunghwa Post confront big challenges in postal transport, finance and life insurance business. And in the face of the ascending customer-oriented and service-oriented concepts, in order to strengthen competitiveness, and to keep the existing customers and development potential customers, in addition to improve the hardware, the services must also be continued to improve, especially in improving service quality and strengthen customer loyalty and identity.In this paper, we take The Study of Client Satisfaction of Chunghwa Post Corporation Taichung Zhongzeng Rd. Post Office Multiple-optional Web-based Qestionnaire, through the application of IPA analysis and PZB model, and by the advanced online "Web-based Multi-survey", to assess client satisfaction. Compared to traditional single choice paper questionnaires, web-based multi-survey has the higher "internal consistency reliability" in the whole or any specific structure of this questionnaire, and the online survey is much more convineence to the public. In addition, by using IPA, we can know that which service needs to continue to maintain, or need to improve, and to check and improve the problem any time. Hope we can provide Taichung Zhongzeng Rd. Post Office a specific and valuable information advice, and may enhance the post service quality. |
