An Investigation on The Broadband Customers' Satisfaction in Hsinchu Area

Authors

Chyan Yang, Institute of Business & Management, National Chiao Tung University, Taipei, TaiwanFollow
Yu Chao, Department of Management Science, National Chiao Tung University, Taiwan and Department of Business Administration, Chung Hua University, Taiwan
Pei Chao, Business Workflow Development Section, Office Information Technology Department, TSMC

Document Type

Article

Abstract

With the rapid growth of internet there are about fifty thousands of users get access to the internet in Taiwan area. Given the consensus of internet service providers (ISP’s) that soon will reach seventy-five thousands within two years. This would imply that the users of traditional dial up modems will be facing serious insufficient bandwidth problems. To make the problem worse, the internet applications are moving toward multimedia which always eats up bandwidth faster than expected. Moreover, to join WTO forces Taiwan to relin quish its telecom market to international players. These new players sure will jump into the broadband market. This research is to investigate the household consumers’ satisfaction in Hsinchu area on the broadband networking. The findings pointed out that important demographic variables affecting satisfaction are gender, age, education, and vocation. Additionally, dimensions of customers’ satisfaction do have a negative correlation with customers’ satisfaction. This is to say that when the higher the degree of a concern the lower the customer satisfaction. In general, expected service levels are always higher than that really experienced.

Recommended Citation

Yang, Chyan; Chao, Yu; and Chao, Pei, "An Investigation on The Broadband Customers' Satisfaction in Hsinchu Area" (2001). ICEB 2001 Proceedings (Hong Kong, SAR China). 138.
https://aisel.aisnet.org/iceb2001/138