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

Dong Shang Chang, Chih Kuang Hsieh

研究成果: 書貢獻/報告類型會議論文篇章同行評審

摘要

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.

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主出版物標題2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10
頁面142-146
頁數5
DOIs
出版狀態已出版 - 2010
事件7th International Conference on Service Systems and Service Management, ICSSSM'10 - Tokyo, Japan
持續時間: 28 6月 201030 6月 2010

出版系列

名字2010 7th International Conference on Service Systems and Service Management, Proceedings of ICSSSM' 10

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???event.eventtypes.event.conference???7th International Conference on Service Systems and Service Management, ICSSSM'10
國家/地區Japan
城市Tokyo
期間28/06/1030/06/10

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