Cable television subscribers were interviewed by telephone to explore the determinants of subscriber satisfaction. Performance attribute evaluations, complaint call frequency, and cable system characteristics were examined as antecedents of overall satisfaction with cable service. Several performance evaluation measures emerged as strong predictors of subscriber satisfaction. Analysis of the satisfaction formation process for demographic subgroups revealed variation in the pattern of independent variables that emerged as significant across the groups. Implications for cable system operators and future research are examined. It is suggested that confirmation/disconfirmation constructs be further explored in cable satisfaction research.
Exploring the determinants of cable television subscriber satisfaction
Reprints and Corporate Permissions
Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?
To request a reprint or corporate permissions for this article, please click on the relevant link below:
Academic Permissions
Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?
Obtain permissions instantly via Rightslink by clicking on the button below:
If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.
Related Research Data
Related research
People also read lists articles that other readers of this article have read.
Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.
Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.