Evaluation of short message service using SERVPERF and perceived value

• Main Authors: Ang, Katherine Siew Ling, Gan, Pei Yuke, Tay, Chai Cheng
• Other Authors: Tung, Lai Lai
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Information technology::Mobile commerce
• Online Access: http://hdl.handle.net/10356/8505
• Institution: Nanyang Technological University

SERVPERF model and perceived value are used to evaluate the Short Message Service(SMS) in Singapore. The relationship explored include: 5 dimensions of service quality and perceived value vs customer satisfaction, customer satisfaction vs behavioural intentions, behavioural intentions vs extent of u...