感知公平、感知質量和感知價值對中國電信用戶滿意指數的影響

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感知公平、感知質量和感知價值對中國電信用戶滿意指數的影響

 

Author: 韓夏
Han, Xia
Title: 感知公平、感知質量和感知價值對中國電信用戶滿意指數的影響
Gan zhi gong ping, gan zhi zhi liang he gan zhi jia zhi dui Zhongguo dian xin yong hu man yi zhi shu de ying xiang
The impact of perceived equity, quality and value on telecommunication customer satisfaction index in China
Degree: D.B.A.
Year: 2005
Subject: Hong Kong Polytechnic University -- Dissertations
Consumer satisfaction -- China
Telecommunication -- China
Department: Graduate School of Business
Pages: xi, 144 leaves : ill. ; 30 cm
Language: Chinese
InnoPac Record: http://library.polyu.edu.hk/record=b2066120
URI: http://theses.lib.polyu.edu.hk/handle/200/167
Abstract: Equity is an important factor of people having perception of equal treatment. While now there are some literatures researching on the relationship between equity and customer satisfaction, there are few studies on the integrated impact of perceived equity with other variables, such as perceived quality and perceived value, on the customer satisfaction. And in the telecommunication industry in China, there is no study on the relationship among perceived equity, perceived quality, perceived value, and telecommunication customer satisfaction. Using empirical research method, this paper investigated the relationship among perceived equity, perceived quality, perceived value, and customer satisfaction in China's telecommunication industry. First, by stratified sampling, we drew 720 telephone numbers among customers from two fixed-line telephone companies - China Telecom and China Netcom respectively, as well as from two mobile phone companies -China Mobile and China Unicom. Second, a telephone survey was conducted to collect data. Third, statistical analysis by SPSS and AMOS was conducted to test the relationship among perceived equity, perceived quality and perceived value, as well as their impact on customer satisfaction. A Telecommunication Customer Satisfaction Index (TCSI) model was identified by Structural Equation Modeling. Based on statistical analysis results, this paper concluded that perceived equity had an impact on the existing TCSI (i.e., perceived equity affected customer satisfaction in China's telecommunication industry) but it had different effects on fixed-line telephone customers and mobile phone customers. To fixed-line telephone customers, perceived equity had no direct, but an indirect effect via perceived value, on customer satisfaction. To mobile telephone customers, perceived equity had a direct effect on customer satisfaction. The study also testified that perceived quality had a strong positive effect on perceived equity. Findings of this research showed that adding the perceived equity variable to the TCSI model may improve the existing model. The improved TCSI model would be able to assess TCSI more scientifically and accurately, consequently beneficial for telecommunication companies to improve services, and for China's telecommunication regulator to establish reasonable regulatory policies.

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