Customer satisfaction of interactive TV services in Hong Kong.

• Other Authors: Ng, Yuen Yee Eva.
• Format: Others
• Language: English
• Published: 1999
• Subjects: Interactive television > Marketing; Interactive television > China > Hong Kong > Marketing; Consumer satisfaction; Consumer satisfaction > China > Hong Kong > Case studies
• Online Access: http://library.cuhk.edu.hk/record=b5890559; http://repository.lib.cuhk.edu.hk/en/item/cuhk-323311

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