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Macau Periodical Index (澳門期刊論文索引)
- Author
- Liu, Matthew Tingchi; Zhu, Zhenghao; Chang, Kit Keng
- Title
- Customer's perceived service quality towards monopoly fixed line market: A research note on Companhia De Telecomunicacoes De Macau SARL (CTM)
- Journal Name
- Euro Asia Journal of Management
- Pub. Info
- Dec. 2014, Vol.24, No.1/2, pp. 37-55
- Keyword
- Service quality; SERVQUAL; Fixed line; Monopoly; Telecommunication; Macau
- Abstract
- Abstract : The current research aims at examining the dimensions of customer's perceived service quality of fixed line monopoly by taking into account the example of CTM, a telecommunications company based in Macau. Data were collected in 2012 by using (1)SERVQUAL questionnaire survey (with 95 CTM staff and 282 CTM customers) to measure their perception across five service dimensions, and (2) semi-structure in-depth interviews with seven CTM top management. Findings from the study indicated that both CTM's customers and staff believe that there is a lot of room for improvement to enhance the overall fixed line service quality of CTM. Respondents rated 'reliability' as the most important service feature for a telecommunication company. CTM should put more efforts in enhancing service reliability to improve overall service quality perceptions. Further suggestions to improve the general fixed line monopolies worldwide have also been given. Paragragh Headings： 1. Introduction 2. Literature review 3. Research questions 4. Methodology 4.1. Methods and samples 4.2. Survey respondents' profile 5. Results 5.1. Results of reliability analysis of data 5.2. Perceived service level 5.3. Overall rating of service quality 6. Conclusions 6.1. Specific suggestions to CTM 6.2. General suggestions to fixed the operators 7. Limitations and future studies Tables: 1. Reliability analysis of service quality 2. Mean, ranking of service quality dimension 3. Overall satisfaction of CTM's fixed line service 4. Importance of service features