隨著網際網路技術的蓬勃發展，網路的使用目前已成為人們生活中的一部分，因此網路的使用不再只是要求能夠上網、瀏覽網頁或者是找資料而已，連線與傳送資料的速度也是很重要的。因此，隨著網路需求量增加以及越來越多的網路應用需要不同的服務品質，網際網路已從提供盡力(Best-effort)服務逐漸走向提供多樣的服務品質。過去研究文獻顯示，服務品質與顧客滿意度有直接關係，對公司所提供的商品或服務滿意度較高的顧客也會有較高的重覆購買與再次光顧的意願，進而提升公司的獲利能力；因此，網際網路的服務提供者(InternetService Provider；ISP)如何保有原有客戶，維繫與顧客之間的關係，進而提升顧客滿意度，以增加公司的營運績效，正是企業經營發展的重要課題。
本研究以網際網路工程工作小組(IETF)所提出的差異式服務(Differentiated Service，DiffServ)網路之服務品質(QoS)管理架構為基礎，經由NS-2 網路模擬，將ISP 業者所提供的網路服務品質與使用者滿意度的關係透過效用函數呈現；另一方面，由於價格與滿意度都會影響顧客對服務品質的需求，透過使用者需求效用函數，可以得到網路使用者對網路服務需求之變化量。不同的網路服務需求經由NS-2 網路模擬可以得到新的服務品質與營收情形。本研究主要探討不同定價策略與品質敏感度，從中找出在滿足使用者服務品質的需求下，能夠讓ISP 業者營收較佳之網路服務決策行為，從研究結果中發現，ISP 業者可針對不同網路需求的顧客群來設定其定價策略，如對於品質敏感度較高的使用者，二部定價會是較佳的選擇。

As the technology of internet spread fast, the use of internet has been a part of people’s life. Many issues such as accessing internet, browsing web page, searching the data, or the speed of delivering the services are very important for using internet. Besides, a variety of applications need different quality of services. The internet is required for offering higher level services in addition to the best-effort service to afford various quality of service (QoS). Literatures showed that the quality of service has the direct relation with the customer satisfaction, and the customers receiving high quality of merchandises or service quality satisfaction exhibit repurchasing behavior. As a consequence, business can improves ability of gaining profit. Retaining customers by enhancing customer satisfaction is a very important operation issue to internet service providers.
This research is based on DiffServ’s managing framework of QoS presented by IETF. Simulation via NS-2 was conducted to show the relationship between the QoS provided by ISP and users’ satisfaction through the utility function. Since price and level of satisfaction affect demand of quality of service of customers, the simulation explored the relations between pricing strategies and users’ satisfaction, the influence of pricing strategies on revenue, and the impact of pricing strategies on customer demand variation under different quality sensitivity. The research results suggest that ISP can apply various pricing strategies for different segments of customers, for example, two-pare pricing strategy for the users they are sensitive to quality, to increase revenue.

中文部分：
劉芳梅（2001），我國網際網路服務業之產業結構分析與研究，資策會電子商務應用推廣中心。
資策會資訊市場情報中心(2007)，2007資訊服務產業年鑑。

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