Abstract
This paper aims to present and discuss the results of the theoretical revision and measurement strategies of Quality of Experience (QoE) in telecommunication services adopted by The International Telecommunication Union (ITU) and others researchers on the subject; propose conceptual delimitation and measurement of QoE, under the Expectation Disconfirmation Theory that contemplates psychological constructs already established in the literature and by empirical studies; and demonstrate that QoE-related modeling essentially involves psychological constructs and, as such, should be guided by psychological theories consolidated in the literature and be measured by instruments that capture the breadth of these phenomena, constructed and validated by psychometric techniques. Based on the literature review and discussion on theoretical positions, it is concluded that QoE refers to the satisfaction construct. It is a component of the Expectation Disconfirmation Theory; dependent variable within the process in which perceived quality (performance) is moderated by expectation; and a psychological process, as such, must be measured by means of instruments that capture this reality, and by psychological instruments constructed and based on psychometric principles.
AMELIA REGINA ALVES, CARLOS VINÍCIUS BRITO REIS, FREDERICO NEVES CONDÉ, ALEXNALDO CERQUEIRA DA SILVA, BÁRBARA SOARES DE LARA. (2019) Quality of Experience and Satisfaction: A Same Psychological Construct, International Review of Management and Business Research, Volume 8, Issue 1.
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