Service Quality Perceptions of Customers About Mobile Telecommunication Services: A Case of India

ABSTRACT

 Because of the intangible nature of services, there is always a challenge in front of service providers to find out which dimensions of service quality are more important for customers. The author presents the results of a study in India that assesses the service quality perceptions of customers about mobile telecommunication services. EFA explained 69.694% of variance and extracted eight service quality dimensions. The results of a multiple regression analysis show that customers attributed the highest importance to employee performance followed by transmission quality, competitiveness, support attributes, reliability, credibility, operational efficiency, and convenience. The sample consisted of 411 respondents.     

An investigation into the link between service quality dimensionality and positive word-of-mouth intention in Mainland China

The purpose of current study is to investigate the relationship between SERVQUAL dimensions and positive word-of-mouth intention in a Chinese context. A survey was carried out with a sample of 241 customers of China Mobile, the biggest telecommunications company in China. A structural equation model was created. It was found that Reliability and Assurance encouraged more positive word-of-mouth intention, while Tangibles, Responsiveness, and Empathy did not have a significant effect on word-of-mouth intention. In addition, age was negatively correlated to positive word-of-mouth intention. These findings have useful implications to international service companies, particularly those operating in a Chinese environment, by identifying factors that are salient for the generation of positive word-of-mouth.     

移动IP技术应用前景探析

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钟马高速管理信息系统的设计与应用

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从3G通信看我国通信业的发展与挑战

在3G通信在我国掀起又一次信息革命的背景下,系统地分析我国通信行业的发展历史有利于3G更有方向地发展。通过分析我国通信行业在不同阶段的发展情况,研究其发展路径,剖析其未来发展方向。     

Exploring the mediating role of innovation in the effect of the knowledge management process on performance

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聚类分析在电信客户细分中的应用

电信企业掌握着大量的客户数据,需要将企业的数据优势转化为企业的竞争优势,使客户收益最大化.本文以CRISP-DM(Cross-Industry Standard Process for Data Mining)方法论为基础,探讨聚类分析技术在电信客户细分领域的应用,并结合电信业的基础数据应用Clementine挖掘工具建立了客户细分模型,对电信市场进行有效地划分.     

论我国电信立法中的消费者权益保护

近年来，我国在电信网络建设飞速发展和电信用户迅速增长的同时，电信服务却显得相对滞后。由于体制上的缺陷和法律上的漏洞使得电信消费者的权益常常得不到有效的保护，而这对电信业的发展非常不利。加强对电信消费者的保护，应当成为我国电信立法中必须予以重视的一个问题。     

电信业发展趋势和铁通未来展望

文章简要地分析了世界电信业和中国电信业的现状与未来发展趋势,并结合管理学中的SWOT理论具体分析了铁通公司在电信行业中具有的优势和劣势,最后提出了对铁通公司发展的一些建议。     

OTASP移动终端开户的设计和实现

文章分析了目前移动通信的发展趋势和挑战,提出了一种以空中激活业务为技术基础的移动终端开户流程,该开户流程灵活安全,无需第三方的参与,能通过空中接口直接进行操作。利用这种方法提出了开户设计方案和实现方法。