企業對企業的商業行為近年來蓬勃發展，中華電信為此在2022年企業轉型計畫中心成立以企業用戶為主要服務對象的企業客戶分公司，企業用戶營收的占比也在5G企業專網的推波助瀾下逐年成長，顯見企業用戶的市場具有潛在商機。本研究以數據專線為主要研究市場，對象為中華電信的企業用戶資訊部門員工，建立以安全性、網路品質、互動品質與費用合理性等構面的專線體驗品質之層級架構模型，檢測企業用戶在使用數據專線時的實際感受，是否對服務忠誠度產生影響？以及利用重要-表現差距分析法探討企業用戶的服務缺口，提供中華電信從業人員作為未來改善服務品質，以及檢討內部考核機制時的參考依據。再者，本研究同時調查中華電信傳輸部門從業人員，研究企業用戶與從業人員在專線服務的認知中是否存在缺口？而缺口是否對忠誠度產生影響？
由於研究對象為企業用戶的資訊部門員工，本研究問卷發放與收集採用以下步驟進行：首先，問卷區分為企業用戶與從業人員二式；本研究問卷自111年7月中旬開始發放，截至10月1日企業用戶共回收178份有效問卷(問卷有效率97.8%)，從業人員問卷截至10月28日則回收有效問卷52份有效問卷(問卷有效率88.1%)；在問卷分析的部分利用SPSS以及Excel軟體分析，信度分析的部分二式問卷皆具有良好的一致性，企業用戶問卷在探索性因素分析中也擁有良好的建構效度，在單因子變異數分析中，企業用戶的職務別在服務期望以及體驗品質上有顯著差異，在數據專線體驗品質之層級架構模型中，安全性、網路品質與互動品質對忠誠度有正向顯著影響，費用合理性則是不顯著；在重要-表現差距分析法的部分，又以安全性為最需要中華電信從業人員優先做改善的構面，其次為網路品質與互動品質，最後才是費用合理性；缺口分析的部分，企業用戶的安全性期望與體驗品質缺口對忠誠度有負向顯著影響；而企業用戶安全性、網路品質與互動品質的體驗品質對從業人員就企業用戶體驗品質的認知缺口則是對忠誠度有顯著正向影響；最後，企業用戶服務期望與從業人員對企業用戶服務期望的認知缺口則是對忠誠度有顯著正向影響，與研究假設相反，因此假設不成立。
從本研究的構面萃取、問卷設計與發放、統計分析結果，和研究架構建立，可以做為中華電信傳輸部門從業人員對企業用戶專線服務的維護作業、設備建置與考核評估上的參考指標，同時了解企業用戶在使用服務的過程中可能產生的不滿意狀態，給予從業人員改善服務水準的具體標的，在管理意涵上亦可給予中華電信決策單位在採購設備、規劃設計與運用機械設備維護費上的參考依據。

This study conducts the gap analysis in the perceptions between a service provider and its enterprise user of leased line services and evaluates the factors affecting loyalty of enterprise users. The factors of the experience quality of leased line services consist of security, network performance, interaction quality, and acceptable price. The data are collected by online questionnaire survey built on the website SurveyCake and the invitation to fill in questionnaire is distributed by e-mail/visit in person to enterprise users of leased line services and technical professionals in the Network Operation & Maintenance Center of Chunghwa Telecom Company. There are 178 valid samples obtained from enterprise users and 52 valid samples obtained from professionals of the Company. The methodology used in this study includes hierarchical regression analysis, importance-performance gap analysis (IPGA), and gap analysis. The results of hierarchical regression reveal that security, network performance, and interaction quality (but not acceptable price) have significantly positive effects on customer loyalty. The results of IPGA show that security is the most concerning factor for enterprise users, followed by network performance, interaction quality, and acceptable price. The results of the gap analysis indicate that the gap between service expectation and experience quality in security for enterprise users has a significantly negative effect on loyalty. Based on the results, practical managerial suggestions and strategies are provided to the Company to enhance the service quality of leased line and the loyalty of enterprise users.

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