英文摘要 |
3G mobile communication has become an important development trend of global communication products. The 3G mobile value-added service is a worth discussing issue. The main purpose of this study is to analyze the key aspects and the key criteria of the e-service quality of 3G mobile communication value-added service, and to offer the results to the telecommunication proprietors to enhance their service quality. Due to the operational modes are different between website and physical shops, constructing the framework that can suitably measure the service quality of value-added service is essential and important. There are more or less dependence among the aspects and the criteria. Therefore, the study takes fuzzy integral and fuzzy measure to analyze the key aspects and the key criteria. The results reveal that the key aspects of each consumer group are: (1) Chunghwa Telecom Group - Benefit, Security/Privacy, and Assurance; (2) Taiwan Mobile Group - System Available, Security/Privacy, and Convenience; (3) Far Eastone Telecommunications Group - Security/Privacy, Assurance, and Tangible. |