山東寬帶業務的服務質量, 服務價值, 客戶滿意度和潛在消費行為的研究

Pao Yue-kong Library Electronic Theses Database

山東寬帶業務的服務質量, 服務價值, 客戶滿意度和潛在消費行為的研究

 

Author: 湯淇
Tang, Qi
Title: 山東寬帶業務的服務質量, 服務價值, 客戶滿意度和潛在消費行為的研究
Shandong kuan dai ye wu de fu wu zhi liang, fu wu jia zhi, ke hu man yi du he qian zai xiao fei xing wei de yan jiu
The study of service quality, service value, customer satisfaction and potential behavior in Shandong broadband service
Degree: D.B.A.
Year: 2005
Subject: Hong Kong Polytechnic University -- Dissertations
Broadband communication systems -- China -- Shandong Sheng
Department: Graduate School of Business
Pages: x, 138 leaves : charts ; 30 cm.
InnoPac Record: http://library.polyu.edu.hk/record=b2355498
URI: http://theses.lib.polyu.edu.hk/handle/200/5727
Abstract: It is well known that service quality and customer satisfaction are always focus issue in business research. In recent years, with broadband internet access growing up, influence of broadband service quality and broadband service value on customer satisfaction and customer behavior intentions is be focused by China carriers. In this thesis, attention is paid to the relationship between service quality, service value, customer satisfaction and customer behavior intension in Shandong Province broadband market. By researching the receptivity about service quality, service value, customer satisfaction and potential consuming behavior of broadband customers in Shandong Province, this paper qualitatively analyzes the relations among the above four factors, using the first-handed data collected from customers market survey and focus group discussion, statistic analysis via SPSS software and Structural Equation Modeling (SEM) via AMOS software. Also quantitative analysis methods such as reliability analysis, factor analysis, multiple regression and SEM are used in this research. The results reveal that service quality and service value are key drivers to customer satisfaction, and customer satisfaction is the key driver to customer behavior intentions. This thesis also reveals that the five main factors of SERVQUAL, such as tangible, reliability, responsiveness, assurance and empathy, are corresponding in factorial analysis of broadband service quality; and via factor analysis and reliability analysis, the service value of broadband services can be reduced to three aspects: brand and customer relationship, ratio of performance and price, and content value. Finally, the service quality and service value will indirectly influence consuming behavior by customer satisfaction.

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