The Chunghwa Telecommunication Co., Ltd. has already been a stock listed company, all conduct of the company need to be responsible for investor, and company''s profit and loss is investor''s topic cared about most, analyse the customer satisfaction of the Chunghwa Telecommunication mobile telephone and use to promote customer satisfaction by way of questionnaire investigation in this research, keep the old customer here, increase the new customer, expect to accept and benefit the camp of Chunghwa Telecommunication.
It is that so, this research is to study to customer''s satisfaction to Chunghwa Telecommunication mobile telephone customer, and in order to collect domestic and international relevant document, the thesis which the experts and scholars published and excellent opinion, design the foundation of development for the questionnaire of this research; Choose large Taipei area Chunghwa Telecommunication customer is it sample questionnaire investigation to go on, and carry on with Excell the narrating the questionnaire survey materials retrieved and analyse that counts the analysis result.
This research adopts the convenient sample investigation method and goes on, total sends out 310, retrieve 239, 210 effective questionnaires, the effective rate of recovery of questionnaire is 67.7%, and after analysing via the narrating, the result is obtained and found followingly:
First, discover that the customer has places that is unsatisfied with to some questionnaire investigation contents, this research is put in order, and propose the solution, in order to improve the customer''s satisfaction.
Second, when the customer selects the action telephone service for use, the main consideration is the communication quality,it is price and service quality to come again.
Third, should contrast the satisfaction investigation of the mobile telephone before Chunghwa Telecommunication are putting out the new products (such as MOD, 3G ), do a good job of the market survey before marketing of the products in advance, really understand the customer''s demand, put out the products that customers can be satisfactory according to the customer''s demand again, thus, have key influence to accept on this product occupation rate of market and camp of the company in the future.
Synthesize the above research and analyse result of finding, it expects to be operation policy helpful to Chunghwa Telecommunication in future then create its maximum profit.