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
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_323311 |
| Date | January 1999 |
| Contributors | Ng, Yuen Yee Eva., Chinese University of Hong Kong Graduate School. Division of Business Administration. |
| Source Sets | The Chinese University of Hong Kong |
| Language | English |
| Detected Language | English |
| Type | Text, bibliography |
| Format | print, vii, 81 leaves : ill. (some col.) ; 30 cm. |
| Coverage | China, Hong Kong, China, Hong Kong |
| Rights | Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/) |
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