Investigating the service quality of wireless broadband internet applications in Taiwan: Consumer's viewpoint

Dong Shang Chang, Chih Kuang Hsieh

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review

Abstract

Wireless broadband internet has become one of the important projects to strengthen Taiwan's e-Infrastructure. This paper studies the service quality of wireless broadband internet applications from the consumer's viewpoint by conducted a questionnaire survey and statistical analysis. The design of questionnaire is based on Grönroos quality model. The attributes of wireless broadband internet service are categorized into various applications and survey the importance and satisfaction degree by sampling users from public places and private business respectively. There are 51 items were factor analyzed and six constructs emerged and the gap between expectation and satisfaction is further tested. The result reveals that most consumers had higher expectation for wireless broadband internet applications but perceived lower satisfaction after operation. The implications of finding are further discussed in this paper.

Original languageEnglish
Title of host publication2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10
Pages142-146
Number of pages5
DOIs
StatePublished - 2010
Event7th International Conference on Service Systems and Service Management, ICSSSM'10 - Tokyo, Japan
Duration: 28 Jun 201030 Jun 2010

Publication series

Name2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10

Conference

Conference7th International Conference on Service Systems and Service Management, ICSSSM'10
Country/TerritoryJapan
CityTokyo
Period28/06/1030/06/10

Keywords

  • Grönroos quality model
  • Service quality
  • Wireless broadband internet

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