by Wong Kit-Yuk. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2001. / Includes bibliographical references (leaves lxxvi-lxxix). / Questionnaire also in Chinese. / ABSTRACT --- p.II / TABLE OF CONTENTS --- p.IV / LIST OF ILLUSTRATIONS --- p.VII / LIST OF TABLES --- p.VIII / PREFACE --- p.IX / CHAPTER / Chapter I. --- INTRODUCTION --- p.XI / BUSINESS ENVIRONMENT OF WEBTV IN CHINA --- p.XI / PRODUCT DESCRIPTION OF WEBTV --- p.XII / Chapter II. --- METHODOLOGY --- p.XIII / METHODOLOGY FOR THE STUDY --- p.XIII / METHODOLOGY FOR THE SURVEY --- p.XV / FORMULATE PROBLEM --- p.XVI / DETERMINE RESEARCH DESIGN --- p.XVI / DESIGN DATA COLLECTION METHODS AND FORMS --- p.XVII / QUESTIONNAIRE DESIGN --- p.XVII / DESIGN SAMPLE AND COLLECT DATA --- p.XVIII / LIMITATION --- p.XX / Chapter III. --- EXTERNAL ENVIRONMETN --- p.XXI / CURRENT ENVIRONMENT OF TV INDUSTRY --- p.XXI / EXTERNAL ENVIRONMENT FOR INTERNET --- p.XXII / TECHNOLOGICAL ENVIRONEMNT --- p.XIV / CONCLUSION --- p.XV / Chapter IV. --- PRODUCT INFORMATION --- p.XXVIII / WEBTV PRODUCT FEATURES --- p.XXVIII / WEBTV CONSTRAINTS --- p.XXX / DIFFERENCES BETWEEN TV AND COMPUTER AS A MEDIA FOR INTERNET ACCESS --- p.XXXII / CONCLUSION --- p.XXXIII / Chapter V. --- CONSUMER BEHAVIOR --- p.XXXV / CONSUMER BEHAVIOR TOWARDS TV --- p.XXXV / CONSUMER BEHAVIOR TOWARDS INTERNET --- p.XXXVII / CONCLUSION --- p.XXXVIII / Chapter VI. --- COMPANY AND COMPETITIVE ANALYSIS --- p.XXXIX / "MICROSOFT, PHILIPS AND WEVTV NETWORKS, INC. IN THE INTERACTIVE TV INDUSTRY" --- p.XXXIX / "MICROSOFT, PHILIPS AND WEVTV NETWORKS, INC. IN THE CHINA MARKET" --- p.XLI / COMPANY'S STRENGTH --- p.XLII / COMPETITOR ANALYSIS --- p.XLII / AOL --- p.XLII / CARIPAC.COM --- p.XLIII / MYWEB --- p.XLIII / SOFTWARE ENGINEERING CENTRE OF THE CHNESE ACADEMY OF SCIENCE --- p.XIIII / TCL --- p.XILV / CONCLUSION --- p.XLIV / Chapter VII. --- STATISTICAL ANALYSIS --- p.XLVI / FINDINGS --- p.XLVII / FREQUENCY ANALYSIS --- p.XLVII / TV --- p.XLVIII / INTERNET --- p.XLVIII / WEBTV --- p.XLIX / CROSS ANALYSIS --- p.L / CONCLUSION --- p.L / Chapter VIII. --- SWOT ANALYSIS --- p.LII / STRENGTHS --- p.LII / WEAKNESSES --- p.LIV / OPPORTUNITIES --- p.LV / THREATS --- p.LVI / Chapter IX. --- RECOMMENDATION ON MARKETING STRATEGIES --- p.LVII / PRODUCT --- p.LVII / PRICE --- p.LVIII / PROMOTION --- p.LIX / PLACE --- p.LX / Chapter X. --- CONCLUSION --- p.LXI

by Ng Yuen Yee Eva = 伍婉儀. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1999. / Includes bibliographical references (leaves 80-81). / by Ng Yuen Yee Eva = Wu Wanyi. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF ILLUSTRATIONS --- p.vi / LIST OF TABLES --- p.vii / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Chapter II. --- LITERATURE REVIEW --- p.4 / Customer Satisfaction and Dissatisfaction of iTV Services --- p.4 / Customer Retention --- p.5 / Customer Satisfaction Research --- p.5 / Attributes and Features of iTV Services and their Performance --- p.6 / Chapter III. --- RESEARCH CONTEXT --- p.7 / Chapter IV. --- HYPOTHESE FORMULATION --- p.10 / Chapter V. --- METHODOLOGY --- p.14 / Decision Problem --- p.14 / Research Objectives --- p.14 / Research Design and Data Collection Form --- p.15 / Sampling Population and Frame --- p.16 / Sampling Frame and Sampling Method --- p.16 / Method of Administration --- p.17 / Chapter VI. --- FINDINGS --- p.18 / Overall Satisfaction --- p.18 / Why Customers Terminate the Service --- p.19 / Expectation and Usage --- p.20 / Satisfaction towards Individual Components --- p.22 / Video On Demand (VOD) Satisfaction Level --- p.22 / Correlation Between Satisfaction towards Components of iTV Content --- p.31 / Correlation of Satisfactions of Components of iTV Services with Satisfaction towards Overall iTV Content --- p.32 / Regression of Satisfactions towards Individual Aspect of iTV Services on Overall Satisfaction of the Services --- p.33 / Contrasting the Lost Customers Groups Exited for Different Reasons --- p.34 / No Time to Use: True or False? --- p.35 / Groups with Different Usage Rate Contrasted --- p.41 / Demographics --- p.41 / Chapter VII. --- MANAGERIAL IMPLICATIONS --- p.42 / Chapter VIII. --- LIMITATIONS --- p.43 / Chapter IX. --- CONCLUSION --- p.44 / APPENDIX I: LEVEL OF ANALYSING UNITS --- p.45 / APPENDIX II: SATISFACTION WITH ITV CONTENTS CONPONENTS: DETAILED STATISTICS ANALYSIS AND CHARTS --- p.47 / Video On Demand --- p.47 / Home Shopping --- p.50 / Music On Demand --- p.52 / Home Banking --- p.54 / Racing On Demand --- p.56 / Education On Demand --- p.58 / Radio On Demand --- p.60 / Overall Satisfaction towards iTV Content and Pricing --- p.62 / Equipment --- p.63 / System Performance --- p.65 / APPENDIX III: WATCHING PATTERN --- p.67 / APPENDIX IV: QUESTIONNAIRE --- p.70 / BIBLIOGRAPHY --- p.80