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Year 2016, Volume: 6 Issue: 4, 239 - 249, 01.06.2016

Abstract

Service Quality Dimensions in Pay TV Industry: A Preliminary Study

Year 2016, Volume: 6 Issue: 4, 239 - 249, 01.06.2016

Abstract

Pay TV industry has been experiencing a considerably high growth rate in terms of revenues and subscribers Technological advancement in pay TV services industry inflicts the demands for higher service quality for competitiveness and business success. The increasing demand in pay TV service offerings has led operators to become competitive. However, limited literature on the instruments to measure service quality in the context of pay TV services is available. A thorough review of literature in service quality exposed negligible efforts to develop instrument to measure service quality in pay TV setting. Thus, through an extensive review of past literature, the present study develops an instrument to explore service quality dimensions in pay TV setting. The current study identified seven service quality dimensions in pay TV setting. These dimensions are tangibles, reliability, content quality, customer service, price, convenience and interactivity. Furthermore, reliability of these dimensions was tested through the pilot survey from 34 respondents. Results revels the value of cronbach’s alpha of all dimensions were higher than 0.60, this indicates that all service quality dimensions in the context of pay TV were reliable

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Details

Other ID JA68HS66HS
Journal Section Research Article
Authors

Norazryana Mat Dawi This is me

Ahmad Jusoh This is me

Khalil Md Nor This is me

Muhammad Imran Qureshi This is me

Publication Date June 1, 2016
Published in Issue Year 2016 Volume: 6 Issue: 4

Cite

APA Dawi, N. M., Jusoh, A., Nor, K. M., Qureshi, M. I. (2016). Service Quality Dimensions in Pay TV Industry: A Preliminary Study. International Review of Management and Marketing, 6(4), 239-249.
AMA Dawi NM, Jusoh A, Nor KM, Qureshi MI. Service Quality Dimensions in Pay TV Industry: A Preliminary Study. IRMM. June 2016;6(4):239-249.
Chicago Dawi, Norazryana Mat, Ahmad Jusoh, Khalil Md Nor, and Muhammad Imran Qureshi. “Service Quality Dimensions in Pay TV Industry: A Preliminary Study”. International Review of Management and Marketing 6, no. 4 (June 2016): 239-49.
EndNote Dawi NM, Jusoh A, Nor KM, Qureshi MI (June 1, 2016) Service Quality Dimensions in Pay TV Industry: A Preliminary Study. International Review of Management and Marketing 6 4 239–249.
IEEE N. M. Dawi, A. Jusoh, K. M. Nor, and M. I. Qureshi, “Service Quality Dimensions in Pay TV Industry: A Preliminary Study”, IRMM, vol. 6, no. 4, pp. 239–249, 2016.
ISNAD Dawi, Norazryana Mat et al. “Service Quality Dimensions in Pay TV Industry: A Preliminary Study”. International Review of Management and Marketing 6/4 (June 2016), 239-249.
JAMA Dawi NM, Jusoh A, Nor KM, Qureshi MI. Service Quality Dimensions in Pay TV Industry: A Preliminary Study. IRMM. 2016;6:239–249.
MLA Dawi, Norazryana Mat et al. “Service Quality Dimensions in Pay TV Industry: A Preliminary Study”. International Review of Management and Marketing, vol. 6, no. 4, 2016, pp. 239-4.
Vancouver Dawi NM, Jusoh A, Nor KM, Qureshi MI. Service Quality Dimensions in Pay TV Industry: A Preliminary Study. IRMM. 2016;6(4):239-4.