Perceived service quality discrepancies between telecommunication service provider and customer

Chen, Lin-Kung; Yang, Weining

doi:10.1016/j.csi.2015.02.012

Cited by 17 publications

(16 citation statements)

References 58 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…By the results gotten by this study, e-enterprises can more easily adjust the investment ratio on the telecommunication services to promote customer satisfaction and maximize business revenue. This study is a more concise and updated version of our previous work [5] where the comprehensive information was provided, and we also attempt to explore the relationship between telecommunication service providers and customer not only in Taiwan but also in Mainland China, let analytic result be more approaching to population.…”

Section: Proceedings Of 2016 6th International Workhop On Computermentioning

confidence: 99%

http://www.wcse.org/WCSE_2016/002.pdf

2016

Proceedings of 2016 the 6th International Workshop on Computer Science and Engineering

View full text Add to dashboard Cite

The efficiency of telecommunication services (TS) has increased their popularity. However, objectively evaluating the quality and the potential of TS is difficult for the TS provider because its milieu differs from that of the customer. This obstructs the progression of TS development and usage. No study has established a satisfactory model for estimating the discrepancy. This study therefore provides a model for measuring the presence, magnitude, and form of the perception discrepancy regarding TS. This model further explores the conditions under which the perception discrepancy regarding TS occurs and predicts the direction of change. The analytical results demonstrate evidence that TS providers and customers differ in their preferences for TS, and the difference in milieu of the TS providers and customers correlate with the variation in preference. The contributions of this model are to help TS provider and customer gauge the pros and cons of investment in TS and shape corresponding strategy by linking the developed model, short/longterm TS strategies, and business activities related to TS.

show abstract

Section: Proceedings Of 2016 6th International Workhop On Computermentioning

confidence: 99%

http://www.wcse.org/WCSE_2016/002.pdf

2016

Proceedings of 2016 the 6th International Workshop on Computer Science and Engineering

View full text Add to dashboard Cite

show abstract

“…12 As will be elaborated in Footnote 7, Internet Access Service would not be any more an appropriate reference for the class of services that it represents. In particular, Broadband Internet Access Service or in short Broadband Service should be separated from the other Internet services (http://www.broadbandmap.gov/ internet-service-providers/).…”

Section: Appendix1 Service Vs Agreementmentioning

confidence: 99%

“…For example, we can name the Service Level Agreement (SLA), which carries the Service Level Objects (SLOs), and its quantification in terms of the Quality of Service (QoS) measures and also in terms of more relation-oriented alternatives, i.e., the Quality of Experience (QoE) measures [11]. The presence of the QoS measures by itself is a sign that the current service paradigm is not self sufficient [12]. In other words, a service could not be completely defined or expressed by itself, and there are parts that are left out and are assumed to be later on covered by the QoS constraints.…”

Section: Downfallsof the Currentservice Paradigmmentioning

confidence: 99%

The Service-Bond Paradigm—Potentials for a Sustainable, ICT-enabled Future

Moghaddam¹,

Lemieux²,

Cheriet³

2016

EAI Endorsed Transactions on Smart Cities

View full text Add to dashboard Cite

The service paradigm has gone through a long journey of evolution and improvement. A service-oriented vision to activities in general could serve as a platform for the global transition to a sustainable future. However, the services themselves are required to move beyond their traditional definition in order to prevent any secondary side effect. Here, a new paradigm is proposed based on bonding between entities involved in a service interaction, service chaining, or service orchestration. It is purposed to serve as a vehicle to approach sustainability at the global level in a manner that is thoughtful, collaborative, and incremental. The service bonds are then simply generalized toward representing bonding among more than two entities. Finally, a practical application of ICT agents in enabling the service bonds is presented in a use case related to smart houses along with some ICT-based agents (federal regulars, among other ICT agents).

show abstract

“…Recent research has invested much effort on the conceptualization and measurement of service quality and its effect on business performance. Delivering quality services to customers is intuitively and empirically the most important factor in satisfying and retaining customers as well as building and sustaining profitability [5] [6] [7] [8] [9]. Services organizations find it more essential than ever in the modern digital economy to provide high quality services to customers in order to enhance customer retention [10] [11] [12].…”

mentioning

confidence: 99%

A Comparison of Service Quality Dimensions in the Mobile Service Market: Evidence from Emerging Markets

Akroush¹,

Samawi²,

Zuriekat³

et al. 2019

TEL

View full text Add to dashboard Cite

This study compares service quality (SERVQUAL) dimensions from customers' perspectives and examines their impact on customer satisfaction in the mobile service markets of Jordan and Yemen. A questionnaire was distributed to 1400 participants in both countries. Utilizing structural equation modeling (SEM), it was found that the most important SERVQUAL dimensions in the studied countries are: reliability, interaction quality (empathy, assurance, and responsiveness), and tangibles in Jordan; and reliability, assurance-empathy, tangibles, and responsiveness in Yemen. In both samples, SERVQUAL was able to predict customer satisfaction, whereby reliability exerted the strongest effect, and it successfully measured service quality from customers' perspectives in both countries. Furthermore, the current study provides managers of mobile service operators in both markets with insightful knowledge related to SERVQUAL dimensions and their role in ensuring customer satisfaction. Managing SERVQUAL dimensions relative to consumer needs in targeted markets is essential for business competitiveness and marketing strategies.

show abstract

Perceived service quality discrepancies between telecommunication service provider and customer

Cited by 17 publications

References 58 publications

http://www.wcse.org/WCSE_2016/002.pdf

http://www.wcse.org/WCSE_2016/002.pdf

The Service-Bond Paradigm—Potentials for a Sustainable, ICT-enabled Future

A Comparison of Service Quality Dimensions in the Mobile Service Market: Evidence from Emerging Markets

Contact Info

Product

Resources

About