Service quality, satisfaction, stickiness, and usage intentions: An exploratory evaluation in the context of WeChat services

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• 作者：Che-Hui Lien^a ; ^elien@tru.ca ; Yang Cao^b ; ^{caoyang@sit.edu.cn} ; Xing Zhou^c ; ^{xzhou@xmu.edu.cn}
• 关键词：Satisfaction ; Service quality ; Stickiness ; Usage intention
• 刊名：Computers in Human Behavior
• 出版年：2017
• 出版时间：March 2017
• 年：2017
• 卷：68
• 期：Complete
• 页码：403-410
• 全文大小：632 K
• 卷排序：68

文摘

Outcome quality is the dominant driver of WeChat users' satisfaction. Environment quality is found to have a mild effect on users' satisfaction. The impact of interaction quality on satisfaction is not significant. Satisfaction has a significant, positive effect on usage intentions. Stickiness mediates the relationship between satisfaction and usage intentions.