ISBN: 978-981-11-0008-6 DOI: 10.18178/wcse.2016.06.061
Understanding Perceived Telecommunication Service Quality Discrepancies between Service Providers and Customers: Case of Telecommunication Service in China
Abstract— The efficiency of telecommunication services (TS) has increased their popularity. However,
objectively evaluating the quality and the potential of TS is difficult for the TS provider because its milieu
differs from that of the customer. This obstructs the progression of TS development and usage. No study has
established a satisfactory model for estimating the discrepancy. This study therefore provides a model for
measuring the presence, magnitude, and form of the perception discrepancy regarding TS. This model further
explores the conditions under which the perception discrepancy regarding TS occurs and predicts the
direction of change. The analytical results demonstrate evidence that TS providers and customers differ in
their preferences for TS, and the difference in milieu of the TS providers and customers correlate with the
variation in preference. The contributions of this model are to help TS provider and customer gauge the pros
and cons of investment in TS and shape corresponding strategy by linking the developed model, short/longterm
TS strategies, and business activities related to TS.
Index Terms— telecommunication service, perception discrepancy, service quality.
Institute for Information Industry, TAIWAN
Fo Guang University,, TAIWAN
China University of Science and Technology, TAIWAN
University of Wales, UK
St. John's University, TAIWAN
Hsing Wu University of Science and Technology, TAIWAN
Cite: Yen-Hung Chen, Pi-Tzong Jan, Lin-Kung Chen, Jin Wang, Yu-Chin Szu, Ching-Neng Lai, "Understanding Perceived Telecommunication Service Quality Discrepancies between Service Providers and Customers: Case of Telecommunication Service in China," Proceedings of 2016 6th International Workshop on Computer Science and Engineering, pp. 382-385, Tokyo, 17-19 June, 2016.