| Author: | 湯淇 |
| Title: | 山东宽带业务的服务质量、服务价值、客戶满意度和潜在消费行为的研究 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 |
| Other Title: | 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. |
| Language: | Chinese |
| 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. |
| Rights: | All rights reserved |
| Access: | restricted access |
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| File | Description | Size | Format | |
|---|---|---|---|---|
| b23554988.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 8.61 MB | Adobe PDF | View/Open |
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