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System quality, user satisfaction, and perceived net benefits of mobile broadband services

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  • Hsiao-Hui Wang, Eunice
  • Chen, Chao-Yu

Abstract

The continued decline of voice revenues is pushing mobile operators in Taiwan turn into data and content services for exploring new revenue opportunities and raising ARPU. This study aims to discuss the critical determinants of the internet user's adoption of 3.5G mobile broadband services in Taiwan. The theoretical framework employed in the study is Information System Success Model (DeLone & McLean, 2003; Chae et al.,2002), which is operationally defined with mobile web-services measurement scales. The study attempts to identify how the system quality of 3.5G mobile broadband services affects the customer satisfaction and their perceived net benefit. With the affordable mobile broadband connectivity, 3.5 G access or HSDPA in Taiwan has played a major role in the burgeoning mobile Internet market. HSDPA (High Speed Downlink Packet Access) could be viewed as an advanced version of WCDMA wireless network. HSDPA ideally provides mobile data services up to 14.4 Mbps for the downlinks and up to 5.8 Mbps for the uplinks. According to TWNIC, the number of cell phone subscribers in Taiwan has grown up to 23 million by March 2009 with a 100% penetration rate Yet, among cell phone subscribers there were only 1.6 million users adopting mobile broadband services.

Suggested Citation

  • Hsiao-Hui Wang, Eunice & Chen, Chao-Yu, 2011. "System quality, user satisfaction, and perceived net benefits of mobile broadband services," 8th ITS Asia-Pacific Regional Conference, Taipei 2011: Convergence in the Digital Age 52334, International Telecommunications Society (ITS).
    • Handle: RePEc:zbw:itsp11:52334
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    References listed on IDEAS

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    1. Gholamreza Torkzadeh & Gurpreet Dhillon, 2002. "Measuring Factors that Influence the Success of Internet Commerce," Information Systems Research, INFORMS, vol. 13(2), pages 187-204, June.
    2. Arun Rai & Sandra S. Lang & Robert B. Welker, 2002. "Assessing the Validity of IS Success Models: An Empirical Test and Theoretical Analysis," Information Systems Research, INFORMS, vol. 13(1), pages 50-69, March.
    3. Rice, Ronald E. & Katz, James E., 0. "Comparing internet and mobile phone usage: digital divides of usage, adoption, and dropouts," Telecommunications Policy, Elsevier, vol. 27(8-9), pages 597-623, September.
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    2. Poushneh, Atieh, 2018. "Augmented reality in retail: A trade-off between user's control of access to personal information and augmentation quality," Journal of Retailing and Consumer Services, Elsevier, vol. 41(C), pages 169-176.

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    More about this item

    Keywords

    Mobile Broadband Services; IS Success Model; Customer Satisfaction; Net Benefits;
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