Service Quality and Behavioral Intentions: A Study of Hong Kong Mobile Services Industry

Leung, Man Huen Jenny (2006) Service Quality and Behavioral Intentions: A Study of Hong Kong Mobile Services Industry. [Dissertation (University of Nottingham only)] (Unpublished)

[img] PDF - Registered users only - Requires a PDF viewer such as GSview, Xpdf or Adobe Acrobat Reader
Download (820kB)

Abstract

Studies on service quality are popular but specifically on service quality of mobile network services industry in Hong Kong are scarce. This paper aims at developing a service quality dimension for the mobile network services industry in Hong Kong. The study investigates the service quality of the six network operators in Hong Kong and explores the determinants of service quality in the industry. It studies the impact of service quality on both customer satisfaction and behavioral intentions. In this study, six service quality dimensions, which are Empathy, Responsiveness, Network Quality, Reliability, Assurance, and Tangibles, are developed specifically for the industry. Network Quality is salient in determining both overall service quality and customer satisfaction. Finally, the results are discussed.

Item Type: Dissertation (University of Nottingham only)
Depositing User: EP, Services
Date Deposited: 30 Nov 2006
Last Modified: 01 Nov 2016 19:37
URI: http://eprints.nottingham.ac.uk/id/eprint/20430

Actions (Archive Staff Only)

Edit View Edit View