HOW TRANSFORMATIONAL LEADERSHIP CONTRIBUTES TO PERCEIVED SERVICE QUALITY BY CUSTOMERS VIA THE MEDIATING EFFECT OF ORGANIZATIONAL INNOVATION WITHIN TAIWAN TELECOMMUNCATION COMPANIES

ABSTRACT

[...]of this study, no correlation was found between age and service quality perceived by customers. According to research, transformational leaders could make a positive influence on perceived efficiency of information and communication companies by emphasizing the importance of effective use of information technology (Yee, 2000;Seyal, 2015). According to the main context of this forum, Taiwan's telecom business in 2020 was the spread of COVID 19 virus and the trade war between America and China caused an 8 % drop in the global output value of communication equipment (Market Intelligence & Consulting Institute, 2021). In today's competitive and globalized market, telecommunication companies will emphasize that E -Service Management will have to offer better services to their customers because of improving the process and utilization of the service. [...]the E - service quality would have gradually become a core competency for all service industries (Jia & Reich, 2011;Hoerbst et al., 2011).