پیش‌بینی میزان پذیرش خدمات جدید در بین کاربران اپراتورهای تلفن همراه

نوع مقاله: مقاله پژوهشی

نویسندگان

1 استادیار گروه مهندسی صنایع، دانشگاه الزهرا،تهران،ایران.

2 انشجوی دکتری مهندسی صنایع، دانشگاه الزهرا،تهران،ایران.

3 دانشجوی دکتری مهندسی صنایع، دانشگاه الزهرا، تهران، ایران.

چکیده

 
گسترش روزافزون خدمات ارتباطات راه دور به‌ویژه خدمات ارائه‌شده توسط اپراتورهای تلفن همراه و افزایش رقابت، آن‌ها را به ارائه خدمات جدید و متنوع ترغیب کرده است. اپراتورها سعی می‌کنند با ارائه کیفیت و قیمت مناسب به‌عنوان عوامل مؤثر بر رضایت کاربران، علاوه بر حفظ کاربران خدمات فعلی، آن‌ها را برای پذیرش و استفاده از نوآوری‌های جدید تشویق نمایند. با توجه به اهمیت این مسئله، در این مقاله به بررسی اثر کیفیت خدمات و رضایت مشتری بر پذیرش خدمات جدید ارائه‌شده توسط اپراتورهای تلفن همراه و پیش‌بینی پذیرش نوآوری پرداخته‌شده است. تحلیل ارتباط سه فاکتور کیفیت خدمات، رضایت مشتری و پذیرش خدمات جدید در اپراتور همراه اول با استفاده از روش معادلات ساختاری مورد مقایسه قرار می‌گیرد. همچنین پس از استخراج فاکتورهای مناسب، احتمال پذیرش خدمات جدید با استفاده از رگرسیون لجستیک پیش‌بینی می‌شود. نتایج نشان داد که مشتری مداری و انعطاف‌پذیری در ارائه خدمات دارای اثر زیادی بر پذیرش نوآوری توسط کاربران اثرگذار می‌باشند و اپراتور همراه اول با تمرکز بر این دو شاخص در ارائه خدمات جدید می‌تواند کاربران زیادی را جذب نماید.
 

کلیدواژه‌ها


عنوان مقاله [English]

Prediction of New Service Adoption among Mobile Phone Users

نویسندگان [English]

  • Soudabeh  Namdar Zanganeh 1
  • Arezo Ghahghaei 2
  • Foruzan Naseri 3
1  Assistant Professor, Department of Industrial Engineering, Alzahra University Tehran .Iran
2  Ph.D. Student, Department of Industrial Engineering, Alzahra University,Tehran
3  Ph.D. Student, Department of Industrial Engineering, Alzahra University,Tehran
چکیده [English]

Development of ICT services specially those presented by mobile phone operators and increasing competition forces operators to offer new and various services. Operators try to motivate users to apply their innovations by presenting appropriate quality and price. Regarding to the importance of this issue, we survey the effect of service quality and users’ satisfaction on innovation adoption by mobile phone users and predict innovation adoption. The relationship between service quality, customer satisfaction, and innovation adoption will be evaluated and compared using Structural Equation Modelling technique. Also, after extracting the appropriate factors, the probability of acceptance of new services will be calculated using logistic regression method. The results showed that customer orientation and flexibility in services have a major effect on innovation adoption by users. Furthermore, the first mobile operator can attract a lot of users.by offering new services and focusing on these factors.
 

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 ر

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 رر

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
Al-Debei, M.M. and Al-Lozi, E., 2014. Explaining and predicting the adoption intention of mobile data services: A value-based approach. Computers in Human Behavior, Vol. 35, pp. 326–338.
Bauer HH, Falk T, Hammerschmidt M. (2006), E-TransQual: A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping. Journal of Business Research, Vol. 59, No.7, pp. 866-875.
Brady, M. and Cronin, J. Jr. (2001). Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 65, July, pp.34-49.
Bouwman, H., Carlsson, C., F.J. Molina-Castillo and Walden, P., (2007). Barriers and drivers in the adoption of current and future mobile services in Finland. Telematics and Informatics, Vol. 24, pp. 145–160.
Calvo-Porra, C. and Lévy-Mangin, J.P. (2015). Switching behavior and customer satisfaction in mobile services: Analyzing virtual and traditional operators. Computers in Human Behavior, Vol. 40, pp. 532-540.
Chakraborty, S. and Sengupta, K. (2014). Structural equation modelling of determinants of customer satisfaction of mobile network providers: Case of Kolkata, India. IIMB Management Review, Vol. 26, pp. 234-248.
Cronin, J. J., and Taylor, S. A. (1994). SERVPERF versus SERVQUAL: Reconciling performance based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, Vol. 58, No. 1, pp.125-131
Deng, Z., Lu, Y., Wei, K.K. and Zhang, J. (2010). Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China. International Journal of Information Management, Vol. 30, pp. 289-300.
Ghalandari, K. (2013). The Effect of Service Quality on Customer Perceived Value and Customer Satisfaction as Factors Influencing Creation of Word of Mouth Communications in Iran. Journal of Basic and Applied Scientific Research, Vol. 3. No. 4, pp. 305-312.
Gupta, R. and Ja, K., 2015. Adoption behavior of rural India for mobile telephony: A multigroup study. Telecommunications Policy, In Press.
Hsua, C.L., Lub, H.P. and Hsuc, H.H., (2007). Adoption of the mobile Internet:An empirical study of multimedia message service (MMS). Omega, Vol. 35, pp. 715 – 726.
Khalil Moghaddam, B. and Khatoon-Abadi, 2013, Factors affecting ICT adoption among rural users: A case study of ICT Center in Iran. Telecommunications Policy, Vol. 37, pp. 1083–1094.
Kim, H.W., Chan, H.C. and Gupta, S., (2007). Value-based Adoption of Mobile Internet: An empirical investigation. Decision Support Systems, Vol. 43, pp. 111 –126.
Kim, M-K., Wong, S.F., Chang, Y. and Park, J-H., (2016). Determinants of Customer Loyalty in the Korean Smartphone Market: Moderating Effects of Usage Characteristics. Telematics and Informatics.
Liand, D., Ma. Z., Qi., L. (2013). Service quality and customer switching behavior in China's mobile phone service sector. Journal of Business Research. Vol. 66, pp. 1161-1167.
Lu, J., Liu, C., Yu, C.S. and Wang, K., (2008). Determinants of accepting wireless mobile data services in China. Information & Management, Vol. 45, pp. 52–64.
Negi R. (2009), User perceived service quality of mobile communications: experience from Ethiopia, International Journal of Quality and Reliability Management, Vol. 26, No. 7, pp.699-711.
Nikou, S. and Mezei, J., (2013). Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP). Telecommunications Policy, Vol. 37, pp. 915-929.
Ojo, O. (2010). The Relationship Between Service Quality and Customer Satisfaction in theTelecommunication Industry: Evidence From Nigeria, Broad Research in Accounting, Negotiation, and Distribution, Vol. 1, No. 1, pp. 88-100
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49 (Fall), pp.41-50.
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, Vol. 64, No. 1, pp.12-40.
Parasuraman A, Zeithaml V.A., and Malhotra A. (2005). E-S-QUAL, A multiple-item scale for assessing electronic service quality, Journal of Service Research, Vol.7, No. 3, pp.213-233.
Pantano, E., Priporas, C-V., (2016). The effect of mobile retailing on consumers' purchasing experiences:A dynamic perspective, Computers in Human Behavior, Vol. 61, pp. 548-555
Rogers, E.M., (2003). Diffusion of Innovations, fifth edition. New York, The Free Press.
Shafinah, K., Sahari, N., Sulaiman, R., Yusoff, M.S.M, and Ikramd, M.M., 2013. Determinants of User Behavior Intention (BI) on Mobile Services: A Preliminary View. Procedia Technology, Vol. 11, pp. 127 – 133.
Santos, J. (2003), E-service quality: a model of virtual service quality dimensions, Management Service Quality, Vol. 13, No. 3, pp.233-46
Santouridis I, Trivellas P (2010), Investigating the impact of service quality and customer satisfaction on customer loyalty in mobile telephony in greece. the tqm journal, Vol. 22, No. 3, pp. 330-343.
Shieh, L.F., Chang, T.H., Fu, H.P. and Lin, S.W. and Che, Y.Y., (2014). Analyzing the factors that affect the adoption of mobile services in Taiwan. Technological Forecasting & Social Change, Vol. 87, pp. 80–88.
Song, J., (2014). Understanding the adoption of mobile innovation in China. Computers in Human Behavior, Vol. 38, pp. 339–348.
Tscherning, H., and Damsgaard, J. Open IT-Based Innovation: Moving Towards Cooperative IT Transfer and Knowledge Diffusion. IFIP International Federation for Information Processing, October 22-24, 2008, Madrid, Spain.
Verdegem, P. and Marez, L.D., (2011). Rethinking determinants of ICT acceptance: Towards an integrated and comprehensive overview. Technovation, Vol. 31, pp. 411–423.
wolfinbarger M, Gilly MC. (2003), E-TailQ: dimesionalizing, measuring and predicting etail quality, Journal of Retailing, Vol. 79, No. 3, pp.83-98
Yang, Z., and Jun, M. (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, 19(1), pp.19 41.
Zeithaml, V.A. (1987), Defining and Relating Prices, Perceived Quality and Perceived Value, Marketing Science Institute, Cambridge, MA.
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 

 

Ahmed. I., Musarrat Nawaz., M., Usman., A., Zeeshan Shaukat., M., Ahmad. N. (2010). Impact of Service Quality on Customers Satisfaction: Empirical evidence from telecom sector of Pakistan. Interdisciplinary journal of contemporary research in business. Vol.1, No. 12, pp. 98-112.
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