本研究應用失效模式與效應分析 (FMEA)，並以 3G行動通訊業者管理人員進行深度訪談以了解整體產業的服務失誤部份，進而建構電子化服務品質的 FMEA模式，並應用模糊理論針對所建構的 FMEA模式中之失效因子作為改善的優先排序。研究結果顯示售後服務中的契約變更處裡不當及上網安全機制中行動銀行無法及時與顧客做連線造成顧客損失，是行動通訊業中重要的失誤項目，此重要項目可做為行動通訊業者改善的優先參考。

This paper applies failure mode and effect analysis (FMEA) to produce the service failure items of 3G mobile-communication industry and establish e-service quality FMEA model through in-depth interview with the personnel of firms. The FMEA model combines fuzzy theory to sort the priority of items needed to improve. The research results show that the most important failure items are misdealing when changing contract in after sale and mobile-bank can not communicate with customers in time in the internet security mechanism. These results can be employed as reference to improve for mobile-communication industry.