Service quality, service value, customer satisfaction and behavioural intentions of internet telephony

Pei Chun Lin, Mei Hsin Chiang

Research output: Contribution to journalArticle

4 Citations (Scopus)

Abstract

This research investigates the service qualities and values of voice over internet protocol and how these qualities and values affect customer behaviour, and then provided the inducements that attract the customers to purchase repeatedly. The study found that customer perceptions of sacrifice, satisfaction and behavioural intentions (BIs) vary by education level and monthly disposable income. Education also caused variance regarding perceived service value. Users perceived higher value when they paid less and service value positively affected BIs. Both user service value and quality perceptions had a positive influence on satisfaction and BIs.

Original languageEnglish
Pages (from-to)261-280
Number of pages20
JournalInternational Journal of Services, Technology and Management
Volume15
Issue number3-4
DOIs
Publication statusPublished - 2011 May

All Science Journal Classification (ASJC) codes

  • Engineering(all)
  • Computer Science Applications
  • Strategy and Management
  • Marketing

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