Service quality and customer satisfaction measurement of mobile value-added services: a conceptual review

被引：14

作者：

Chen, Jengchung V. ^{[1
]}

Aritejo, Bayu Aji ^{[2
]}

机构：

[1] Natl Cheng Kung Univ, Inst Telecommun Management, Tainan 70160, Taiwan

[2] Gadjah Mada Univ, Fac Econ, Bulaksumur 55283, Yogyakarta, Indonesia

来源：

INTERNATIONAL JOURNAL OF MOBILE COMMUNICATIONS | 2008年 / 6卷 / 02期

关键词：

mobile value-added service; service quality customer satisfaction;

D O I：

10.1504/IJMC.2008.016575

中图分类号：

G2 [信息与知识传播];

学科分类号：

05 ; 0503 ;

摘要：

As the competition between mobile Value-added service providers becomes very tight, each company has to be able to provide high-quality services and thus better satisfy their customers. Unfortunately, despite the increasing need for an objective measurement Of service quality, there is no general agreement among service marketing scholars oil how it should be conceptualised and Measured. This paper presents several models of service quality measurements that can be used to assess mobile value-added service quality. This paper also discusses the measurement of customer satisfaction and how it relates to service quality.

引用

页码：165 / 176

页数：12

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