Author(s): Priyanka Sahoo
It is well known that service quality, customer happiness from meeting a need or reaching a goal and customer value are becoming the most important factors of business success for either manufacturers or service providers. However, many different ends/end results have been reached and related studies are rather broken-up, especially relating to/connected to customer value. What's more, there are few related studies with service quality, customer happiness from meeting a need or reaching a goal and customer value and their influences on customers' future behaviors in the telecommunication industry as the focus. In this paper, attention is paid to the measurement model of service quality in China's mobile phone market based on the well a known SERVQUAL model, but with change on the basis of focus group discussions and expert opinions to reflect the clearly stated/particular industry attributes and the special culture of China. Importance and focus is then paid to the study of the energetic/changing relationships among service quality, customer value, and customer happiness from meeting a need or reaching a goal and their influences on future behaviors after the key drivers of customer value and customer happiness from meeting a need or reaching a goal are identified. All of them are based on the development of related to what holds something together and makes it strong equation models by using PLSa GRAPH Package.