隨著電信事業開放自由化，台灣的電信業已進入自由競爭的世代，在趨於飽和的手機市場中，各家業者體悟到顧客的重要，也因此要想辦法利用多樣的行銷手法增加顧客，理解顧客並滿足其需求，進而增加市場佔有率。 　　
「服務，是創造差異化價值的關鍵」，服務品質固然成為電信業者拉攏顧客最重要的一個環節，透過人與人之間的互動，探討顧客對電信業的服務滿意，以提升整體營業。 　　
探討行動電信業服務品質以及顧客滿意度，研究業者與顧客彼此關係，提供服務和顧客間的回饋統計分析其滿意度，我們以空軍官校學生為研究對象，採問卷調查，運用SPSS分析整體滿意度之影響因子。

With the liberalization and opening up the telecommunications industry, Taiwan's telecommunications free competition has entered the generations, in the saturated mobile phone market, various industry realized that an important customer, and thus find a way to take advantage of a variety of marketing tactics to increase customer understanding customers and meet their needs, thus increasing market share.
"Service is the key to create differentiated value," of course, the quality of service to win customers become carriers of the most important aspect, through the interaction between people, investigate customer satisfaction service for the telecommunications industry, in order to improve the overall business.
Discussion action telecommunications service quality and customer satisfaction, industry research and customer relationships to each other, provide feedback between statistical services and analyze its customer satisfaction, our Air Force Academy students for the study, mining survey, overall satisfaction analysis using SPSS the degree of influence of factors.