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

Pei Chun Lin, Mei Hsin Chiang

研究成果: Article同行評審

5 引文 斯高帕斯(Scopus)

摘要

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.

原文English
頁(從 - 到)261-280
頁數20
期刊International Journal of Services, Technology and Management
15
發行號3-4
DOIs
出版狀態Published - 2011 5月

All Science Journal Classification (ASJC) codes

  • 一般工程
  • 電腦科學應用
  • 策略與管理
  • 行銷

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