A Step-by-Step Approach to Using the SAS System for Factor Analysis and Structural Equation Modeling
A Step-by-Step Approach to Using the SAS System for Factor Analysis and Structural Equation Modeling
Mobile phone user types by Q methodology: an exploratory research
International Journal of Mobile Communications
Assessing network service profitability: modeling from market science perspective
IEEE/ACM Transactions on Networking (TON)
Profiling a decade of Information Systems Frontiers' research
Information Systems Frontiers
Measuring and prioritising value of mobile phone usage
International Journal of Mobile Communications
Factors affecting the switching intention of IPTV subscribers
ICACT'09 Proceedings of the 11th international conference on Advanced Communication Technology - Volume 2
Study on customer satisfaction in benefit/sacrifice hierarchy
FSKD'09 Proceedings of the 6th international conference on Fuzzy systems and knowledge discovery - Volume 7
Pricing digital content distribution over heterogeneous channels
Decision Support Systems
Identifying the value types of virtual communities based on the Q method
International Journal of Web Based Communities
An assessment of information systems service quality using SERVQUAL+
ACM SIGMIS Database
International Journal of Electronic Finance
An empirical analysis of mobile internet acceptance from a value-based view
International Journal of Mobile Communications
Citizens' Adoption of Pay-to-use E-Government Services: An Empirical Study
International Journal of Electronic Government Research
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Service quality, customer satisfaction and customer value have become the priority of both manufacturers and service provider in the increasingly intensified competition for customers in today's customer-centered era. However, findings regarding service quality, customer satisfaction and customer value are rather divergent and related studies are fragmented, especially for the complicated interrelationships among them. Thus, less is known about the relative impacts of quality-related factors on customer value and customer satisfaction up to now and the moderating role of customer value in the relationship between service quality and customer satisfaction has been neglected. Further, it is very difficult to find related studies, supported by evidence, that focus on service quality, customer satisfaction and customer value, and their influences on customer behavior intentions in the telecommunication industry. In this paper, much attention is paid to the measurement model of service quality in China's mobile communication market based on the well-known SERVQUAL model, but with reasonable modification on the basis of focus group discussions and expert opinions to reflect the specific industry attributes and the special culture of China. By taking a disaggregated approach, the key drivers of service quality, customer value and customer satisfaction are first identified and the impact of customer perceived sacrifice on customer value is emphasized. Then attention is given to the systematic study of the dynamic relationships among them, especially the moderating effect of customer value on the relationship between service quality and customer satisfaction, which is followed by the examination of their influences on behavior intentions of customers. Results are based on the development of structural equation models using Partial Least Square technique.