Usage pattern of web-based system for mobile phone purchasing
by Chien-Lung Chan, Che-Lun Chen
International Journal of Services Technology and Management (IJSTM), Vol. 4, No. 4/5/6, 2003

Abstract: The quality of service to customers can be considerably enhanced by providing them with information and decision support via a web-based system. This study implements and evaluates a web-based system to support mobile phone purchasing. One hundred and twenty-five telephone interviews revealed that consumers. five most important concerns when purchasing a mobile phone are quality of signal transmission, product shape, price, size and ease of use. A web-based system to support consumers. decisions was implemented and formally evaluated. College students in the Department of Information Management were randomly assigned to a control group (n=98) and an experimental group (n=92). The experimental group obtained higher scores than the control group both in ''Usefulness'' and ''Decision Quality'', implying that a web-based system that incorporates a decision support function can enhance the quality of service to customers.

Online publication date: Wed, 24-Sep-2003

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