Applying Importance-Performance Analysis to Diagnose Service Quality of Wi-Fi ─The Case of Chunghwa Telecom Company in Taichung

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Title:	Applying Importance-Performance Analysis to Diagnose Service Quality of Wi-Fi ─The Case of Chunghwa Telecom Company in Taichung
Authors:	Chen, Mei-Li
Contributors:	經營管理學系碩士在職專班
Keywords:	Wireless Fidelity (Wi-Fi) Service quality Importance-Performance Analysis (IPA)
Date:	2014-06-05
Issue Date:	2014-09-17 03:50:19 (UTC+0)
Publisher:	Asia University
Abstract:	Due to the innovation and popular applications in Wi-Fi (Wireless Fidelity) technology, it has become the major way to connect to Internet. Faced with various choice of Wi-Fi service supplier, choosing the one with best quality becomes the center of attention. This study uses SERVQUAL scale to examine the degree of user's expectation and satisfaction on the quality of Wi-Fi service provider. After using Importance ─ Performance Analysis (IPA), the important differences in the degree of service quality and satisfaction between the two, thereby identify priority projects for service enhancement. The results of this study found that Chunghwa Telecom CHT Wi-Fi users consider the most important service attributes as "Be able to really keep customers data" and the most satisfactory performance as "cordial and courteous customer service staff treat". Moreover, these attributes, "Hotspots common, easy access", "Reasonable service rates, clearly charging methods", "Internet speed and quality can meet customer needs", "Internet is safe and secure", "Service deals meet customer needs", are high that users think they are important, but quality of service Chunghwa Telecom CHT Wi-Fi failed to reach the user's expectations for the critical need for immediate improvement of services.
Appears in Collections:	[Department of Business Administration] Theses & dissertations

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