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Investigating the service quality of wireless broadband internet applications in Taiwan: Consumer's viewpoint

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2 Author(s)
Dong-Shang Chang ; Dept. of Bus. Adm., Nat. Central Univ., Chungli, Taiwan ; Chih-Kuang Hsieh

Wireless broadband internet has become one of the important projects to strengthen Taiwan's e-Infrastructure. This paper studies the service quality of wireless broadband internet applications from the consumer's viewpoint by conducted a questionnaire survey and statistical analysis. The design of questionnaire is based on Gronroos quality model. The attributes of wireless broadband internet service are categorized into various applications and survey the importance and satisfaction degree by sampling users from public places and private business respectively. There are 51 items were factor analyzed and six constructs emerged and the gap between expectation and satisfaction is further tested. The result reveals that most consumers had higher expectation for wireless broadband internet applications but perceived lower satisfaction after operation. The implications of finding are further discussed in this paper.

Published in:

Service Systems and Service Management (ICSSSM), 2010 7th International Conference on

Date of Conference:

28-30 June 2010