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

Jengchung V. Chen, Bayu Aji Aritejo

研究成果: Review article同行評審

21 引文 斯高帕斯(Scopus)

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 on 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.

原文English
頁(從 - 到)165-176
頁數12
期刊International Journal of Mobile Communications
6
發行號2
DOIs
出版狀態Published - 2008 一月 1

All Science Journal Classification (ASJC) codes

  • Computer Science Applications
  • Computer Networks and Communications
  • Electrical and Electronic Engineering

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