電信服務的效率逐年受到重視。然而客觀的衡量電信服務品質以及發展潛力是困難的，因為電信服務供應商與顧客對電信服務的觀感不一。這進而阻礙電信服務的發展與使用。然而目前尚未有令人滿意的研究來探索這個情況。因此，本博士論文建立一個模型來確認並計算電信服務供應商與顧客對電信服務的觀感差異。此模型同時探討在何種情況下會導致供應商與顧客出現對電信服務的觀感差異。研究結果顯示電信服務供應商與顧客對電信服務存在顯著觀感差異，此差異會因為電信服務供應商與顧客的IT與組織的差異而有所不同。因此，這個模型可提供電信服務供應商與顧客衡量投資新興電信服務的優點與缺點，進而調整投資比例，並且研擬短期與長期的商業競爭策略與科技發展策略。

The efficiency of telecommunication services (TS) has increased their popularity. However, objectively evaluating the quality and the potential of telecommunication services is difficult for the telecommunication services provider because its milieu differs from that of the customer. This obstructs the progression of telecommunication services development and usage. No studies have established a satisfactory model for estimating the discrepancy. This study therefore provides a model for measuring the presence, magnitude, and form of the perception discrepancy regarding telecommunication services by applying analytical hierarchy process (AHP) and multivariate analysis of variance (MANOVA). This model further explores the conditions under which the perception discrepancy regarding telecommunication services occurs and predicts the direction of change. The analytical results reveal that telecommunication services providers and customers significantly differ in their preferences for telecommunication services, and they also demonstrate that the difference in milieu of the telecommunication services providers and customers significantly correlates with the variation in preference. Therefore, this model can help the telecommunication services provider and customer gauge the pros and cons of investment in telecommunication services and shape corresponding strategy by linking the developed model, short/long-term telecommunication services strategies, and business activities related to telecommunication services.

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