Development of a Satisfaction Index for New Zealand I-Cafes

Authors

Tina Wai Chi, Dept. of Management Science and Information Systems, University of Auckland, New ZealandFollow
John Paynter, Department of Information Systems & Operations Management, University of Auckland, Auckland, New ZealandFollow
André M. Everett, Department of Management, University of Otago, New ZealandFollow

Document Type

Article

Abstract

This paper examines how Internet Cafes (I-Cafés) in New Zealand can enhance their services in the market typified by growing competition both within the industry and from other industries. I-Cafés in the North Island were studied to provide the background material. Along with interviews these observations were used to derive the constituents of I-Cafés. Selected I-Cafes were benchmarked against these constituents. I-café users were surveyed to rank these constituents on their performance as well as their importance Connection speed, experience and values that include atmosphere, type of customer, pricing, friendly service and seating were found to lead to satisfaction.

Recommended Citation

Chi, Tina Wai; Paynter, John; and Everett, André M., "Development of a Satisfaction Index for New Zealand I-Cafes" (2003). ICEB 2003 Proceedings (Singapore). 139.
https://aisel.aisnet.org/iceb2003/139