A Study on the Selection of ICT Services Focusing on the Function of Communication  

Oleh:

Hayashi, Kazuki ; Munechika, Masahiko ; Sano, Masataka

Jenis: Article from Proceeding
Dalam koleksi: Asian Network for Quality (ANQ) Congress 2011, Ho Chi Minh City, Vietnam, 27-30 September 2011, page 1-10.
Topik: Required Quality; Customer Satisfaction; ICT Service; Marketing
Fulltext: JP32_Hayashi_Fullpaper.pdf (52.63KB)

Isi artikel

The development of Internet technology in recent times enables us to enjoy various types of ICT services aimed at communication. Nevertheless, traditional services like postal and telephone services are not yet out of business. This indicates that users select the service with the highest required quality for communication. However, it is not clear how users’ purpose of communication determines their selection. In this study, we examined the existing knowledge of social psychology in order to better understand the function and purpose of communication and the expected effect of communication. Thereafter, we determined the viewpoints from which users select services, by clarifying the correspondence between communication type and the selected service.

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