Authors: Chien-Lung Chan, Che-Lun Chen
Addresses: Department of Information Management, Yuan Ze University, Chung-Li 320, Taiwan. Department of Information Management, Yuan Ze University, Chung-Li 320, Taiwan
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.
Keywords: service quality; web-based system; consumer decision process; electronic commerce; mobile phone.
International Journal of Services Technology and Management, 2003 Vol.4 No.4/5/6, pp.459 - 462
Available online: 24 Sep 2003 *Full-text access for editors Access for subscribers Purchase this article Comment on this article