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The impact of network service performance on customer satisfaction and loyalty: High-speed internet service case in Korea

Published on Apr 1, 2007in Expert Systems With Applications 4.29
· DOI :10.1016/j.eswa.2006.01.022
Kwang-Jae Kim26
Estimated H-index: 26
(POSTECH: Pohang University of Science and Technology),
In-Jun Jeong7
Estimated H-index: 7
(Electronics and Telecommunications Research Institute)
+ 3 AuthorsTae-Ho Kim1
Estimated H-index: 1
(KT Corporation)
Cite
Abstract
The high-speed internet service has achieved a remarkable increase in penetration in recent years. In order to survive in this competitive market, companies should continue to improve their service performance. The high level of service performance is believed to be an effective way to improve customer satisfaction and loyalty. This paper aims to identify the causal relationship among network performance, customer satisfaction, and customer loyalty in the high-speed internet service context. Using the data collected from 51 current users of a VDSL service in Korea, this paper derives two types of the causal relationship models, namely, cross-sectional model and longitudinal model. The modeling results are discussed from both descriptive and prescriptive perspectives.
  • References (24)
  • Citations (61)
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References24
Newest
Marit G. Gundersen2
Estimated H-index: 2
,
Morten Heide2
Estimated H-index: 2
,
Uff H. Olsson2
Estimated H-index: 2
Much of the guest-satisfaction literature focuses on the mechanisms of error reduction and quality management. Rather than concentrate on reducing errors in all areas, the important matter in customer satisfaction is to determine the attributes that guests consider important and focus on those attributes. Customer satisfaction can be defined as a guest's postconsumption judgment of a product or service that can, in turn, be measured by assessing guests' evaluation of performance on specific attr...
Published on Mar 1, 2005in The Mathematical Intelligencer 0.13
Trevor Hastie99
Estimated H-index: 99
(UNSW: University of New South Wales),
Robert Tibshirani124
Estimated H-index: 124
,
Jerome H. Friedman60
Estimated H-index: 60
During the past decade there has been an explosion in computation and information technology. With it have come vast amounts of data in a variety of fields such as medicine, biology, finance, and marketing. The challenge of understanding these data has led to the development of new tools in the field of statistics, and spawned new areas such as data mining, machine learning, and bioinformatics. Many of these tools have common underpinnings but are often expressed with different terminology. This...
Published on Apr 17, 2004in Asian Journal on Quality
Stefano Barone7
Estimated H-index: 7
,
Alberto Lombardo4
Estimated H-index: 4
In the traditional use of conjoint analysis, in order to evaluate the relative importance of several elements composing a service, interviewed customers are asked to express their judgement about different scenarios (specific combinations of elements). In order to reduce the number of possible scenarios, design of experiments methodology is usually exploited. Previous experiences show that, even a limited number of proposed scenarios cause difficulty in answering for the interviewed customer if ...
Published on Mar 1, 2004in Telecommunications Policy 2.00
Moon-Koo Kim7
Estimated H-index: 7
(Electronics and Telecommunications Research Institute),
Myeong-Cheol Park12
Estimated H-index: 12
(ICU: Information and Communications University),
Dong-Heon Jeong1
Estimated H-index: 1
(Electronics and Telecommunications Research Institute)
The Korean mobile telecommunication services industry is entering a new transition period. This has been brought about by the market for mobile telecommunications reaching maturity, the launching of the IMT-2000 service and the scheduled introduction of mobile number portability. In response, the industry is shifting its strategic focus away from attracting new customers, towards retaining existing customers through the promotion of customer loyalty. This paper investigates how customer satisfac...
Published on Dec 1, 2002in International Journal of Hospitality Management 4.46
Woo Gon Kim33
Estimated H-index: 33
(OSU: Oklahoma State University–Stillwater),
Youngmi Cha1
Estimated H-index: 1
Abstract This study investigated the antecedents and consequences of relationship quality. This study will help hotel managers to develop and implement effective relationship marketing strategies. Effective usage of relationship marketing strategies will be able to improve hotel performance such as share of purchases, relationship continuity, and word of mouth. To analyze data collected from 12 five-star hotels in Seoul, the linear structural relationship (LISREL) model was used to identify stru...
P. S. Raju11
Estimated H-index: 11
(University of Louisville),
Subhash C. Lonial15
Estimated H-index: 15
(University of Louisville)
Abstract Service quality and service marketing have both been studied extensively in relation to service organizations. In this paper we examine these areas simultaneously in terms of their impact on financial performance in the hospital industry. Drawing from the literature in the quality and service marketing areas, the area of service quality is represented in terms of the constructs of quality context and quality outcomes. Quality context (QC) describes the environment related to quality pra...
Published on Apr 1, 2002in Journal of Medical Systems 2.42
Thomas T. H. Wan28
Estimated H-index: 28
(VCU: Virginia Commonwealth University),
Blossom Yen-Ju Lin12
Estimated H-index: 12
,
Allen Ma3
Estimated H-index: 3
(VCU: Virginia Commonwealth University)
This study analyzes integration mechanisms that affect system performances measured by indicators of efficiency in integrated delivery systems (IDSs) in the United States. The research question is, do integration mechanisms improve IDSs' efficiency in hospital care? American Hospital Association's Annual Survey (1998) and Dorenfest's Survey on Information Systems in Integrated Healthcare Delivery Systems (1998) were used to conduct the study, using IDS as the unit of analysis. A covariance struc...
Published on Sep 1, 2001in International Journal of Hospitality Management 4.46
Tat Y. Choi5
Estimated H-index: 5
(PolyU: Hong Kong Polytechnic University),
Raymond Chu8
Estimated H-index: 8
Abstract This study examined the relative importance of hotel factors in relation to travelers’ overall satisfaction levels with their hotel stays in Hong Kong and the likelihood of returning to the same hotels in their subsequent trips. Using a factor analysis technique, the study identified seven hotel factors that were likely to influence customers’ choice intentions: ‘Staff Service Quality’, ‘Room Qualities’, ‘General Amenities’, ‘Business Services’, ‘Value’, ‘Security’ and ‘IDD Facilities’....
Published on May 1, 2001in Telecommunications Policy 2.00
Torsten J. Gerpott22
Estimated H-index: 22
,
Wolfgang Rams1
Estimated H-index: 1
(DT: Deutsche Telekom),
Andreas Schindler1
Estimated H-index: 1
(DT: Deutsche Telekom)
Customer retention (CR), loyalty (CL), and satisfaction (CS) are important (intermediate) goals for telecommunication network operators on their way to superior economic success in the liberalised German market. Therefore, drawing on a sample of 684 residential customers of digital cellular network operators in Germany this study tests hypotheses suggesting that CR, CL, and CS should be treated as differential constructs which are causally inter-linked. LISREL analyses support a two-staged model...
Published on Jul 1, 2000in Annals of Tourism Research 5.49
Dwayne Baker6
Estimated H-index: 6
(ASU: Arizona State University),
John L. Crompton54
Estimated H-index: 54
(A&M: Texas A&M University)
Performance quality was conceptualized as the attributes of a service which are controlled by a tourism supplier, while satisfaction referred to a tourist's emotional state after exposure to the opportunity. A structural equations model hypothesized that perceived performance quality would have a stronger total effect on behavioral intentions than satisfaction. This hypothesis was confirmed. The analysis also indicated that the perceptions measure of quality fitted the hypothesized model better ...
Cited By61
Newest
Published on Jun 4, 2018
Yousef Keshavarz2
Estimated H-index: 2
(IAU: Islamic Azad University),
Dariyoush Jamshidi2
Estimated H-index: 2
(IAU: Islamic Azad University)
Madjid Tavana30
Estimated H-index: 30
(La Salle University),
Mohsen Zareinejad3
Estimated H-index: 3
(IAU: Islamic Azad University),
Francisco J. Santos-Arteaga11
Estimated H-index: 11
(Complutense University of Madrid)
ABSTRACTOrganisations often outsource reverse logistics (RL) to third-party RL providers (3PRLPs) to focus on their primary business and reduce costs. The existence of multiple criteria available for choosing a 3PRLP, which are sometimes contradictory and yet related to each other, has led decision-makers to consider the development of multi-criteria decision-making models. The purpose of this study is to develop a hybrid model integrating the analytic network process (ANP) and the intuitionisti...
Reza Kiani Mavi8
Estimated H-index: 8
(ECU: Edith Cowan University),
Mark Goh29
Estimated H-index: 29
(NUS: National University of Singapore),
Navid Zarbakhshnia3
Estimated H-index: 3
(IAU: Islamic Azad University)
Third-party logistic provider (3PLP) companies play a major role in supply chain management (SCM) by carrying out specialized functions—namely, integrated operation, warehousing, and transportation services. Taking sustainability issues into consideration makes reverse logistics even more significant. In this paper, a combination of sustainability and risk factors was considered for third-party reverse logistic provider (3PRLP) evaluation. Initially, fuzzy step-wise weight assessment ratio analy...
Dilip Kumar Sen3
Estimated H-index: 3
,
Saurav Datta17
Estimated H-index: 17
,
Siba Sankar Mahapatra25
Estimated H-index: 25
Since past two decades, logistics outsourcing has got immense importance in the context of supply chain management. Logistics outsourcing or outsourcing of third party logistics (3PL) comprises involvement of outside firms to execute logistics activities of a firm efficiently. As deployment of 3PL providers has gained huge momentum in recent times, appropriate selection of 3PL providers seems indeed a necessity. The present work intends to propose a decision support framework for evaluation and ...
Madjid Tavana30
Estimated H-index: 30
(La Salle University),
Mohsen Zareinejad3
Estimated H-index: 3
(IAU: Islamic Azad University)
+ 1 AuthorsMohamad Amin Kaviani6
Estimated H-index: 6
(IAU: Islamic Azad University)
Although the success of forward logistics depends on the performance of reverse logistics, some manufacturing companies are not able to manage their reverse logistics effectively and thus delegate this important process to third-party reverse logistics providers (3PRLPs). In such cases, the decision to evaluate and select an appropriate 3PRLP becomes highly significant. In this paper, we use the analytic network process (ANP) and propose an analytical framework to systematically model the comple...
Published on Jul 1, 2016in Sustainable Production and Consumption
Chandra Prakash8
Estimated H-index: 8
(IITR: Indian Institute of Technology Roorkee),
Mukesh Kumar Barua15
Estimated H-index: 15
(IITR: Indian Institute of Technology Roorkee)
Abstract Reverse logistics (RL) practices are gaining attention because of environmental concern, enforced regulation and social issues; these practices are widely adopted by industries through reverse logistics partners. However, the evaluation and selection of the reverse logistics partner is a very critical decision, involving complexity due to existence of numerous related factors. Hence, it is considered as multi-criteria decision making (MCDM) problem. In this study an attempt has been mad...
Published on Mar 1, 2016in Resources Conservation and Recycling 7.04
Chandra Prakash8
Estimated H-index: 8
(IITR: Indian Institute of Technology Roorkee),
Mukesh Kumar Barua15
Estimated H-index: 15
(IITR: Indian Institute of Technology Roorkee)
Abstract Owing to environmental and waste disposal issues, enforced legislation and corporate social concern; companies are focusing on reverse logistics (RL) practices, especially in the present scenario dominated by intense competition, demanding customer and fast changing technologies. These practices are widely adopted by industries through reverse logistics partners. However, the evaluation and selection of the reverse logistics partner is a matter of concern which needs a very grave decisi...
Published on Mar 1, 2016in Applied Soft Computing 4.87
Madjid Tavana30
Estimated H-index: 30
(University of Paderborn),
Mohsen Zareinejad3
Estimated H-index: 3
(IAU: Islamic Azad University)
+ 1 AuthorsMohamad Amin Kaviani6
Estimated H-index: 6
(IAU: Islamic Azad University)
We study a criteria evaluation system for outsourcing reverse logistics (ORL).A hybrid SWOT and intuitionistic fuzzy AHP model evaluates strategic factors in ORL.Triangular intuitionistic fuzzy numbers are used to model ambiguity and uncertainty.The proposed model is validated through a case study.Focusing on core business is shown to be the organization's strategic priority. We consider the problem faced by a company that must outsource reverse logistics (RL) activities to third-party providers...
Published on Sep 28, 2015
Customer satisfaction of the products and service is an important source of competitive advantages of enterprises in the marketing of the pension real estate. First, this paper discussed the basic meaning of customer satisfaction. The customer satisfaction representative variable system based on the pension real estate market study was given, and a framework equation model was established. Then a survey of the pension real estate market customer satisfaction was designed, and the empirical analy...
Ashish Gupta3
Estimated H-index: 3
,
Ganesh P. Sahu7
Estimated H-index: 7
(MNNIT: Motilal Nehru National Institute of Technology Allahabad)
This paper aims to examine the impact of relationship marketing dimensions (namely trust, long term relationship, technology orientation, service quality, satisfaction, loyalty programme and brand image) on customer loyalty in the mobile telecom market in India. To test the proposed model in the context of mobile telecom services, the authors use data collected from a pilot survey of 120 sales professionals who are using mobile services for business usage to pre-test the conceptual model. The da...