TY - JOUR
T1 - Customer Satisfaction in the Hong Kong Mobile Phone Industry
AU - Woo, Ka Shing
AU - Fock, Henry K. Y.
N1 - Publisher copyright:
Copyright Frank Cass & Co. Ltd Jul 1999
PY - 1999/7
Y1 - 1999/7
N2 - This paper reports the results of an empirical study to identify satisfaction determinants among mobile phone users. Based on the results of an exploratory factor analysis of 20 attributes and a structural equation modeling, four dimensions in order of importance are envisaged: (1) transmission quality and network coverage, (2) pricing policy, (3) staff competence, and (4) customer service. The results suggest that network providers should focus more on transmission quality and network coverage as the core attributes of their service offerings and formulate appropriate pricing policy, rather than competing on customer services and other supplementary services.
AB - This paper reports the results of an empirical study to identify satisfaction determinants among mobile phone users. Based on the results of an exploratory factor analysis of 20 attributes and a structural equation modeling, four dimensions in order of importance are envisaged: (1) transmission quality and network coverage, (2) pricing policy, (3) staff competence, and (4) customer service. The results suggest that network providers should focus more on transmission quality and network coverage as the core attributes of their service offerings and formulate appropriate pricing policy, rather than competing on customer services and other supplementary services.
UR - https://www.scopus.com/inward/record.uri?eid=2-s2.0-0032755023&doi=10.1080%2f02642069900000035&partnerID=40&md5=2ba80e48178d53a237da8712dc4dfc8f
U2 - 10.1080/02642069900000035
DO - 10.1080/02642069900000035
M3 - Article
SN - 0264-2069
VL - 19
SP - 162
EP - 174
JO - Service Industries Journal
JF - Service Industries Journal
IS - 3
ER -