Satisfaction with Internet-Based Services: A Longitudinal Study

Satisfaction has been studied extensively in information systems. Most studies, however, focused on specific system characteristics, providing very little understanding of the process of satisfaction formation. Furthermore, very little is known about the evolution of satisfaction over time, as most previous studies were cross-sectional, implicitly assuming satisfaction to be static. In this research, we address these problems. We develop, operationalize, and empirically test a model that provides a better understanding of customer satisfaction formation in the context of Internet-based services. We also predict/explain the evolution of satisfaction over time from the stage of adoption of Internet-based services to the post-usage stage

Measuring Customer Satisfaction on the Internet

Based on the Expectancy Disconfirmation Model as the underlying construct, methods to measure customer satisfaction with products and the steps to be undertaken in the research process are investigated. The measurement of Derived Satisfaction using (dis)confirmation was identified to be the appropriate approach to CS measurement. Prior research has also shown that during the research process, several points specific to CS measurements need to be accounted for. The Internet services currently used by marketing and social researchers include E-mail, mailinglists, newsgroups, Internet Chat, the World Wide Web (WWW) and Virtual Worlds. Virtual Worlds, being most advantageous for observational studies, are not useful for customer satisfaction research. Virtual Communities, in turn, have some promising characteristics for future use. Internet research methods based on these services include E-mail surveys and WWW-surveys. Common advantages of E-mail- and WWW-surveys include administrative and response speed, cost savings and global reach of respondents. Their greatest common disadvantage is the non-representativeness of the respondents for the larger population as well as their self-selection. Unless access is restricted to a known population, probability sampling is impossible when using the World Wide Web. Based on these insights, the Internet was found to be an advantageous medium for customer satisfaction studies only if specific conditions are met. Companies need to investigate on a case-by-case basis if the online measurement of customer satisfaction is possible in their specific situation. The recommendations were summarized in a decision-making framework. The results of a survey among market research agencies show that practitioners are to a large extent aware of the limitations within which the Internet can be used for customer satisfaction surveys. However, especially WWW-surveys sometimes are conducted in a way that does not lead to representative results.management information;

Explaining Satisfaction at Different Stages of Adoption in the Context of Internet-Based Services

In this research we develop, operationalize, and empirically test a model for explaining/predicting the satisfaction of customers with Internet-based services at different stages of adoption. We argue and empirically demonstrate the need to consider the evolutionary nature of satisfaction and the variability of its determinants. Our model identifies desire disconfirmation, expectation disconfirmation, and perceived performance as the main determinants of satisfaction and differentiates between satisfaction at adoption of Internet-based services and satisfaction in the post-adoption stage. Our empirical results show that desires and expectations are both important comparison standards that need to be considered simultaneously in explaining satisfaction at adoption. The role of desires, however, diminishes significantly in the post-adoption stage. The results also show no significant relationship between post-adoption satisfaction and satisfaction at adoption. The paper presents the theoretical foundation of the proposed model and discusses the implications of the empirical results

Effective video multicast over wireless internet

With the rapid growth of wireless networks and great success of Internet video, wireless video services are expected to be widely deployed in the near future. As different types of wireless networks are converging into all IP networks, i.e., the Internet, it is important to study video delivery over the wireless Internet. This paper proposes a novel end-system based adaptation protocol calledWireless Hybrid Adaptation Layered Multicast (WHALM) protocol for layered video multicast over wireless Internet. In WHALM the sender dynamically collects bandwidth distribution from the receivers and uses an optimal layer rate allocation mechanism to reduce the mismatches between the coarse-grained layer subscription levels and the heterogeneous and dynamic rate requirements from the receivers, thus maximizing the degree of satisfaction of all the receivers in a multicast session. Based on sampling theory and theory of probability, we reduce the required number of bandwidth feedbacks to a reasonable degree and use a scalable feedback mechanism to control the feedback process practically. WHALM is also tuned to perform well in wireless networks by integrating an end-to-end loss differentiation algorithm (LDA) to differentiate error losses from congestion losses at the receiver side. With a series of simulation experiments over NS platform, WHALM has been proved to be able to greatly improve the degree of satisfaction of all the receivers while avoiding congestion collapse on the wireless Internet

Determinants of Users’ Satisfaction Regarding Mobile Operators in Bangladesh: An Exploratory Factor Analysis Approach on University Students

Customer satisfaction is an important issue in current marketing field. This paper basically prepared based on 444 respondents (University Students) to understand which factors make them most satisfied toward their using cell phone operator’s service. Five major cell phone operators (Grameenphone, Banglalink, Robi, Airtel, and Teletalk) have been picked up along with 28 service items (Such as call charge rate, network facility, various offers, balance transfer system etc.) The study is conducted by factor analysis to identify the major factors that influencing users’ satisfaction. The study attained 7 factors as-Various Offers, Charge Rate, Digital Services, Internet Services, Recharge Facilities, Network Coverage and Customer Care Services. The study reveals that users (University Students) have more emphasis on various offers. The findings confirmed that Various Offers, Charge Rate, Digital Services, Internet Services, Recharge Facilities, Network Coverage and customer Care Services contribute strongly to generating customer satisfaction. From the study cell phone operators of Bangladesh can get a specific view about the factors that directly influence customer satisfaction especially the University students’ demands. Keywords: Users’ Satisfaction, Cell Phone Operators, Factor Analysis, Banglades

Next steps in SERVQUAL - Adjusting to digitalization of services

Web-based service market places have been established as the fast-growing Internet technology has facilitated e-commerce platforms that enable buyers of services to connect with service providers in various different fields (Banker & Hwang, 2008). With the birth of e-commerce, it has become important to be able to monitor and enhance web-based service quality (Li et al., 2002). Ongoing attempts to understand the dynamics of service in an online context have indicated that service quality is related to customer satisfaction (Luo & Lee, 2011) and loyalty (Chang & Wang, 2008). Therefore, it is important for firms to identify factors that contribute to e-service satisfaction and perceived value (Zhang et al., 2006). E-service has been constantly evolving to incorporate new and continuous technological innovations. E-services must meet customers’ increasing expectations while at the same time adapt to the unique features of the Internet in order to gain user acceptance. E-service providers have realized the importance of satisfying customers. (Zhang et al. 2006) Therefore, identifying the factors that create customer satisfaction with e-services is critical. Even though there are numerous studies on service quality in physical settings, e-service lacks empirical research (Zhang et al., 2006). Since e-service quality and perceived value of websites are regarded as the key influential factors for internet marketing (Chang & Wang, 2008), it becomes necessary to research the phenomenon more thoroughly. To examine factors affecting customer satisfaction with e-services, I conducted a survey. The questions were based on existing studies on both perceived service quality and characteristics of e-commerce. The goal was to find out which factors affect customer satisfaction in an online service context. For the study I interviewed ten consumers on their expectations and experiences from online travel agencies. These results were compared to interviews conducted with eight travel agency representatives from four different travel agencies. The results indicate that some modification to existing theory is needed and new dimensions should be considered when measuring e-service quality

Layanan Internet Speedy PT Telkom Muara Jawa dan Kepuasan Konsumen

This study aims to determine the level of customer satisfaction based Internet service Speedy and where the dominant variable effect between service quality and service orientation towards customer satisfaction PT. Telkom Muara Jawa. Problem formulation in this research are as follows: a) Is Speedy internet service PT.Telkom Muara Jawa which includes quality of service and service orientation affects customer satisfaction? b) where the dominant variable between quality to satisfaction at the speedy internet service PT.Telkom Muara Jawa.Population in this research is that consumers spedy PT.Telkom Muara Jawa totaling 170 pelanggan.Sampel used in this study were 99 customers who use the internet service speedy PT Telkom Branch Muara Jawa. Sample determination Solvin formula used by Umar (2008: 127) with the formula n = N / 1 + N. e2. Basic theory Marketing Management include: Understanding Marketing, Understanding Services, Marketing Services, Quality of Service, Service Orientation, Customer Satisfaction and Factors Determining the Level of Satisfaction. The analysis tool uses multiple regression analysis is regression equation that measures the relationship between the variables of service quality and service orientation towards customer satisfaction.Based on the analysis of statistical data, indicators in this study are valid and variables are realibel. In the classic assumption test, regression model to meet the assumptions of normality, free multicoloniarity, no autocorrelation and did not happen heteroskedastisitas.Hasil regression equation can be explained that the constant coefficient (a) is positive at 6.475, meaning that if the value of X1 and X2 is equal to zero, then consumer satisfaction is equal to 6.475. The independent variables namely the quality of service and service orientation positive effect on customer satisfaction, meaning that if the independent variables rise, then the dependent variable also increased, and if the independent variables down, then the dependent variable was also down. Of the two variables that affect customer satisfaction on PT Telkom Speedy Internet service branch Muara Jawa, the most dominant variable is a variable orientation based on the results of the t test. Service orientation variable has a value of t count most large compared with the variable quality of service with a significant level of the smallest. Thus Hypothesis which states that the service orientation of the dominant variable effect on customer satisfaction proven and accepted

Pengaruh Kualitas Layanan, Citra Merek Dan Harga Terhadap Kepuasan Pengguna Layanan Internet PT. Telkomsel di Kota Bengkulu

The objective of this research is to analyze the effect of service quality, brand image and price of customer satisfaction internet service PT. Telkomsel in Bengkulu City. This study is a quantitative descriptive which is focus the on issues such as the current facts of a particular phenomenon by using the statistic calculations. The type of data used a primary data that is collected from questionnaires. Respondents of this study is the community of Bengkulu city, which uses internet service PT. Telkomsel as many 115 students were taken with the accidental sampling technique. The methods of data analysis used are descriptive analysis by using the mean, frequency distribution table and multiple linear regression analysis. Based on the analysis, the result that partial service quality and brand image positive and significant influence on customer satisfaction with internet services PT Telkomsel in Bengkulu city, while the price of negative and significant effect on customer satisfaction internet service PT. Telkomsel in Bengkulu City. And simultaneously service quality, brand image and price significantly influence customer satisfaction internet service PT. Telkomsel in Bengkulu Cit

Impact of service quality of internet banking on customer satisfaction in Kegalle district.

nternet banking still remains as the coherent and most cost-effective channel for the banks as well as for customers. A significant feature of online Banking or internet banking is the permits customers to access their bank accounts 24/7, which is a new experience. Service Quality is the main factor that determines the success or failure of internet banking. Inability to measure the service quality is detrimental to the growth of the internet banking. Customers tend to demand equal or higher levels of service quality based on-line than the traditional services. In this context, the research was carried out to identify the Impact of service quality of Internet banking on customers’ satisfaction in Kegalle district. The study was carried out with three dimensions as reliability, efficiency, and responsiveness to measure the service quality of internet banking and two dimensions to measure the customer satisfaction as customer loyalty and customer attitude. Data were collected using questionnaire within the 200 sample. Based on the findings of the study, it concluded that service quality of internet banking is a good predictor of the customer satisfaction and there is a positive relationship between the service quality of internet banking and customer satisfaction. As well as all the dimensions of the service quality of internet banking are significant predictors of the customer satisfaction. There are no significant differences in level of perceptions regarding the service quality of internet banking by demographic factors