TY - JOUR
T1 - Service quality, service value, customer satisfaction and behavioural intentions of internet telephony
AU - Lin, Pei Chun
AU - Chiang, Mei Hsin
PY - 2011/5
Y1 - 2011/5
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=79957604403&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=79957604403&partnerID=8YFLogxK
U2 - 10.1504/IJSTM.2011.040379
DO - 10.1504/IJSTM.2011.040379
M3 - Article
AN - SCOPUS:79957604403
SN - 1460-6720
VL - 15
SP - 261
EP - 280
JO - International Journal of Services, Technology and Management
JF - International Journal of Services, Technology and Management
IS - 3-4
ER -