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Impact of Equipment Installation Time on Service Quality and Customer Satisfaction - A Case of Chunghwa Telecom
This research focuses on the construction time of the system and the customer's first installation time to discuss the impact of service quality and customer satisfaction. Referring to many relevant literatures on service quality, most of which are related to the research through questionnaire survey, and few interview data obtained after the customer has actually contacted. This study needs to control the performance of the installed engineering unit due to the business on the job. After collecting relevant data with consideration of removing personal identification data column, this research applies ANOVA analysis on the data set. Few people use the whole-region method to analyze data. Many researches belong to the operation office of a single county or a branch company to discuss this issue. This research complements the previous inspection and discussion that cannot reach the whole region analysis. With the advancement of computer hardware and the improvement of application software, it is feasible to conduct the analysis efficiently. After the post-examination verification analysis, a total of 10,151 valid samples were taken. Research results show the findings: (1) Comparison between North and South areas have significant differences in construction time, quality, personnel and overall assessment satisfaction. (2) In terms of the construction time, the customer satisfaction of the municipality area and that of the non-municipal city in the North branch are superior to that of the non-municipal city in the South branch. (3) Population size has a significant impact on customer satisfaction of construction time. Less than 1 million people in rural areas are insensitive in terms of quality, personnel and overall satisfaction. Cities with more than 1 million people have high requirements for quality, personnel, and overall satisfaction. (4) The length of construction time has a significant difference to the satisfaction of construction time. The customer allows for completion within 7 days. (5) There is no significant difference in the satisfaction of construction methods with each method, but it is the key to everything.
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