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maui realtor - Mobile commerce, on the other hand, has its own roadblocks that have stunted its growth. A study by Telephia, Inc. found that consumer satisfaction with wireless data and Internet services is steadily increasing, but quality of service problems are nevertheless hindering the growth of wireless m-commerce. According to Telephia, if consumers encounter a quality of service problem when making a purchase wirelessly, 22 percent would give up on the purchase and register a complaint with either the retailer site in question or their wireless carrier. "Quality of service improvements are critical for the continued development of wireless commerce, a business model in which wireless carriers, retailers and device manufacturers have much at stake," said Alan Brune, vice president of marketing at Telephia. "Understanding consumer perception around service quality and monitoring actual service delivery quality is essential for developing industry growth." The quality of service study was conducted in April 2001 through an Internet-based survey of the Telephia Wireless Data User Panel of more than 5,000 owners of data-enabled wireless phones, PDAs, wireless laptops and two-way pagers. When asked what they would do if they encountered quality of service problems (problems relating to site access and/or download speed) while trying to make a wireless purchase, most consumers (65 percent) said they would complete their purchase via a nonwireless medium. Nearly one-quarter (22 percent) said they would give up on their purchase altogether. However, a considerable number (17 percent) also said they would try the site again later. (More than one response was allowed.) Among consumers who said they would give up on the purchase, Telephia asked whom they would contact to register a complaint (again, more than one response was permitted). Responses indicate that consumers would complain to multiple parties, but hold most accountable the company or retailer whose site they tried to access (67 percent), followed by the carrier or service provider (58 percent) and the device manufacturer (17 percent). Despite potential quality of service issues relating to m-commerce, consumer satisfaction with data services has continued to climb throughout the year. Telephia's surveys of wireless data users in June 2000, December 2000 and April 2001, asked them to rate their overall satisfaction with their wireless data services (using a 10-point scale, with 10 being the most satisfied). Over that time period, average satisfaction increased from 6.4 to 6.5 to 6.9. In April 2001, 43 percent of users rated their satisfaction as 8.0 or higher.

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