本研究之目的為衡量行動應用軟體商店服務品質並結合修正式P-I分析法應用，以台灣三家電信業為實證。首先參考相關文獻，並依據台灣消費者之特性，共篩選出十構面與33個服務品質之衡量屬性。其次，本研究應用修正式P-I分析法實證台灣電信業行動通訊軟體商店之服務品質。最後，研究結果顯示：三家電信業行動通訊用戶皆重視的服務品質共有9項，分別為「快速回應問題」、「熱心解答用戶問題」、「解決用戶問題的重要性」、「提供可信賴資訊內容」、「提供用戶需求的資訊」、「穏定連線網絡服務」、「提供準確的連線信號」、「通訊網絡對用戶的重要性」與「手機設備順利完成交易」。除此之外，本研究建議業者未來若欲提升業務發展，業者應加強服務品質，以提升顧客滿意度

The main purpose of this paper is to apply Lin’s method, which modified perception-importance (P-I) analysis in order to evaluate the service quality of mobile application stores in Taiwan. A comparison of three major telecommunications companies is empirically studied, as based upon the consumer perspective. To facilitate this main issue, this study selected thirty-three assessment attributes of service quality in ten dimensions based on literature and the characteristics of consumers in Taiwan. Then, Lin’s modified P-I analysis was applied to evaluate service quality for the selected mobile application stores of three telecommunications companies. Finally, the results of this study show that nine service qualities are valued by all mobile communications users of the three telecommunications companies, which are answers delivered rapidly and sincerely in responses to users’ questions, the importance of solving users’ problems, provisions of reliable information, providing application information required by users, stable network connection services, provide precise connection signals, the importance of communication networks for users, and mobile phone devices that allow successful transactions. Moreover, this study suggested that, if companies intend to promote their business developments, they must continuously improve their service quality to promote customer satisfaction.

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