文章基本信息

标题：Quality of Experience and Satisfaction: A Same Psychological Construct
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作者：AMELIA REGINA ALVES ; CARLOS VINICIUS BRITO REIS ; FREDERICO NEVES CONDE 等
期刊名称：International Review of Management and Business Research
印刷版ISSN：2307-5953
电子版ISSN：2306-9007
出版年度：2019
卷号：8
期号：1 Par 1
页码：1-17
出版社：Academy of IRMBR
摘要：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.
关键词：Quality of Experience; QoE; Quality of Service; QoS; Satisfaction; Perceived Quality;