Telecommunications Industry in the Era of Globalization with Special Reference to India

Datta, Debabrata; Sikdar, Soumyen; Chatterjee, Susmita

doi:10.1007/978-81-322-1124-2_11

Cited by 1 publication

(1 citation statement)

References 30 publications

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“…Therefore, this development warrants research concerning the third-generation (3G) mobile technology's post-adoption usage (Zhou, 2011a). The importance of service performance for industries and the perceived quality for customers has created a gap for marketing managers in the past few years (Nikou and Mezei, 2012;Datta et al, 2013;Du et al, 2012). Industry managers are looking for a rejuvenation of their post-sales services in different industry sectors.…”

Section: Introductionmentioning

confidence: 99%

3G post adoption users experience with telecommunications services

Rezaei

Amin

Moghaddam

et al. 2016

NBRI

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Purpose The purpose of this study is to examine the impact of service quality, perceived usefulness and users’ cognitive satisfaction to determine the third-generation (3G) mobile phone users’ behavioural retention in using 3G telecommunications services. Design/methodology/approach A total of 243 valid questionnaires were collected from 3G users in the Klang Valley, Malaysia. The combination of partial least squares (PLS) path modelling approach and structural equation modelling (SEM; PLS-SEM) technique was used to analyze the measurement and structural model. Findings Our empirical assessment supports the proposed research hypotheses and further suggests that service quality is a second-order reflective construct comprising navigation and visual design, management and customer service and system reliability and connection quality. Originality/value Prior studies have examined the impact of service quality, perceived usefulness, overall users’ satisfaction and behavioural intention on an information system in general. This study is among the few studies that have attempted to gain insights into 3G users’ post-adoption experience with telecommunications services.

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