Service Quality and Behavioral Intentions: A Study of Hong Kong Mobile Services Industry
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 s...
| Main Author: | |
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| Format: | Dissertation (University of Nottingham only) |
| Language: | English |
| Published: |
2006
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| Online Access: | https://eprints.nottingham.ac.uk/20430/ |
| _version_ | 1848792074241966080 |
|---|---|
| author | Leung, Man Huen Jenny |
| author_facet | Leung, Man Huen Jenny |
| author_sort | Leung, Man Huen Jenny |
| building | Nottingham Research Data Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-14T18:38:37Z |
| format | Dissertation (University of Nottingham only) |
| id | nottingham-20430 |
| institution | University of Nottingham Malaysia Campus |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T18:38:37Z |
| publishDate | 2006 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | nottingham-204302018-06-07T12:23:32Z https://eprints.nottingham.ac.uk/20430/ Service Quality and Behavioral Intentions: A Study of Hong Kong Mobile Services Industry Leung, Man Huen Jenny 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. 2006 Dissertation (University of Nottingham only) NonPeerReviewed application/pdf en https://eprints.nottingham.ac.uk/20430/1/06MAManHuenJennyLeung.pdf Leung, Man Huen Jenny (2006) Service Quality and Behavioral Intentions: A Study of Hong Kong Mobile Services Industry. [Dissertation (University of Nottingham only)] (Unpublished) |
| spellingShingle | Leung, Man Huen Jenny Service Quality and Behavioral Intentions: A Study of Hong Kong Mobile Services Industry |
| title | Service Quality and Behavioral Intentions:
A Study of Hong Kong Mobile Services Industry |
| title_full | Service Quality and Behavioral Intentions:
A Study of Hong Kong Mobile Services Industry |
| title_fullStr | Service Quality and Behavioral Intentions:
A Study of Hong Kong Mobile Services Industry |
| title_full_unstemmed | Service Quality and Behavioral Intentions:
A Study of Hong Kong Mobile Services Industry |
| title_short | Service Quality and Behavioral Intentions:
A Study of Hong Kong Mobile Services Industry |
| title_sort | service quality and behavioral intentions:
a study of hong kong mobile services industry |
| url | https://eprints.nottingham.ac.uk/20430/ |