本研究之主要目的是利用IPGA 模式分析電信產業對高科技產業企業客戶所提供之通信服務品質缺口，期望藉此找出主要待改善之服務內容，以協助管理者規劃其服務內容品質改善策略。而本研究問卷係以新竹地區，高科技園區產業企業客戶為調查對象，包含台積電、聯電、力晶電子、友達電子、旺宏電子等資訊主管或行政部門主管，共發放500 份問卷，回收430 份，其中有效問卷415 份。問卷設計內容主要為電信業者目前所提供之主要業務四大類別︰一類固接網路通信服務、二類行動通信服務、三類網際網路與數據通信服務、四類國際通信服務與衛星通信服務。研究結果發現，「固接網路通信服務」之主要待改善項目依序為「IP-CENTREX 虛擬交換機服務」、「市內通話服務」、「長途通話服務」;「行動通信服務」之主要待改善項目依序為「2G 行動通信服務」、「行動基地台普及率及訊號涵蓋率服務」、「行動通信及數據國際漫遊服務」;「網際網路與數據通信服務」之主要待改善項目依序為「有線上網服務」、「長途數據專線服務」、「ADSL 電路建置涵蓋率」;「國際通信服務」之主要待改善項目為「國際直撥電話服務」一項。

The main purpose of this study was using IPGA to analyze quality gap of communication service that was provided by telecommunications industry for business customers of high-tech industry, and then to find the main service practices that need to improve. This study focused on the
Hsinchu area. The objects of this survey were high-tech park industrial business customers,including supervisors or executive directors of TSMC, UMC, Powerchip electronics, AUO, AMIC,and so on. In this study, 500 questionnaires were distributed, 430 were recovered, of which 415
valid questionnaires. The content of questionnaire contains four major categories provided by telecommunications industry, including fixed network communicationservice, mobile communication service, internet and data communication service, international communication service and satellite communication service. The results of this study showed that in the category of fixed network communication service, IP-CENTREX virtual exchange, local telephony communication service, toll telephony communication service are the main service practices that need to improve. In the category of mobile communication service, the second generation communication service, mobile base station prevalence rate and signal coverage service, mobile communication and international data roaming service are the main service practices that need to improve. In the category of internet and data communication service, wired surfer service, toll data leased line service, ADSL electric circuit establishes covering rate are the main service practices that need to improve. Finally, in the category of international communication service and satellite communication service, international direct dail service is the only main service practice that needs to improve.