engleski

Investigating Television News Service Quality Dimensions: A Fator Analysis Approach

In recent years, we are witnesses of a tougher competition between different media to ensure an audience for their programmes and news delivery. Service quality can be identified as an opportunity to strengthen the competitive advantage and contribute to customer satisfaction and future loyalty. The purpose of this study was threefold: a) to fill the current gap in the theoretical and empirical research of television news service quality ; b) to empirically investigate the expected and perceived television news service quality ; c) to investigate the relative importance of the service quality dimensions. The results indicate that television news service quality did not match the viewers’ expectations. The results have also shown a low rated television news performance with significant gaps and demonstrated a five- dimensional structure of expectations and six- dimensional structure of the perceptions of service quality. The implications of the research are discussed and recommendations for managerial decisions and future research are given.

service quality; factor analysis; television news; Croatia

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