Assessing the Effects of Mobile Service Quality on Customer Satisfaction and the Continued Usage Intention of Mobile Service: A Study of Non-gaming Mobile Apps

详细信息    查看全文

• 关键词：Mobile apps ; Mobile service quality ; Customer satisfaction ; Continuance intention
• 刊名：Lecture Notes in Computer Science
• 出版年：2016
• 出版时间：2016
• 年：2016
• 卷：9741
• 期：1
• 页码：459-467
• 全文大小：261 KB
• 参考文献：1.Taylor, D.G., Voelker, T., Pentina, I.: Mobile application adoption by young adults: a social network perspective. Int. J. Mob. Mark. 6(2), 60–70 (2011)
  2.DeLone, W.H., McLean, E.R.: The DeLone and McLean model of information systems success: a ten-year update. J. Manag. Inf. Syst. 19(4), 9–30 (2003)
  3.Brady, M.K., Cronin, J.J.: Some new thoughts on conceptualizing perceived service quality: a hierarchical approach. J. Mark. 65(3), 34–49 (2001)CrossRef
  4.Li, Y.N., Tan, K.C., Xie, M.: Measuring web-based service quality. Total Qual. Manag. 13(5), 685–700 (2002)CrossRef
  5.Parasuraman, A., Grewal, D.: The impact of technology on the quality-value-loyalty chain: a research agenda. J. Acad. Mark. Sci. 28(1), 168–174 (2000)CrossRef
  6.Kim, M.K., Park, M.C., Jeong, D.H.: The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services. Telecommun. Policy 28, 145–159 (2004)CrossRef
  7.Lai, F., Griffin, M., Babin, B.J.: How quality, value, image, and satisfaction create loyalty at a Chinese telecom. J. Bus. Res. 62, 980–986 (2009)CrossRef
  8.Lu, Y., Zhang, L., Wang, B.: A multidimensional and hierarchical model of mobile service quality. Electron. Commer. Res. Appl. 8, 228–240 (2009)CrossRef
  9.Dick, A.S., Basu, K.: Customer loyalty: toward an integrated conceptual framework. J. Acad. Mark. Sci. 22(2), 99–113 (1994)CrossRef
  10.Gerpott, T.J., Rams, W., Schindler, A.: Customer retention, loyalty, and satisfaction in the german mobile cellular telecommunications market. Telecommun. Policy 25, 249–269 (2001)CrossRef
  11.Lee, J., Lee, J., Feick, L.: The impact of switching costs on the customer satisfaction-loyalty link: mobile phone service in France. J. Serv. Mark. 15(1), 35–48 (2001)CrossRef
  12.Caro, L.M., Garcia, J.A.M.: Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tour. Manag. 29, 706–720 (2008)CrossRef
  13.Pitt, L.F., Watson, R.T., Kavan, B.: Service quality: a measure of information systems effectiveness. MIS Q. 19(2), 173–187 (1995)CrossRef
  14.Turel, O., Serenko, A.: Satisfaction with mobile services in Canada: an empirical investigation. Telecommun. Policy 30, 314–331 (2006)CrossRef
  15.Zhao, L., Lu, Y., Zhang, L., Chau, P.Y.K.: Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: an empirical test of a multidimensional model. Decis. Support Syst. 52, 645–656 (2012)CrossRef
  16.Chae, M., Kim, J., Kim, H., Ryu, H.: Information 245quality for mobile internet services: a theoretical model with empirical validation. Electron. Market 12(1), 38–46 (2002)CrossRef
  17.Chiou, J.S., Droge, C.: Service quality, trust, specific asset investment, and expertise: direct and indirect effects in a satisfaction-loyalty framework. J. Acad. Mark. Sci. 34(4), 613–627 (2006)CrossRef
  18.Kuo, Y.F., Wu, C.M., Deng, W.J.: The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Comput. Hum. Behav. 25(4), 887–896 (2009)CrossRef
  19.Dabholkar, P.A., Overby, J.W.: Linking process and outcome to service quality and customer satisfaction evaluations: an investigation of real estate agent service. Int. J. Serv. Ind. Manag. 16(1), 10–27 (2005)CrossRef
  20.Bhattacherjee, A.: Understanding information systems continuance: an expectation confirmation model. MIS Q. 25(3), 351–370 (2001)CrossRef
  21.Riel, A.C.R.V., Liljander, V., Jurriens, P.: Exploring consumer evaluations of e-services: a portal site. Int. J. Serv. Ind. Manag. 12(4), 359–377 (2001)CrossRef
  22.Bhattacherjee, A.: An empirical analysis of the antecedents of electronic commerce service continuance. Decis. Support Syst. 32(2), 201–214 (2001)CrossRef
  23.Bhattacherjee, A., Perols, J., Sanford, C.: Information technology continuance: a theoretical extension and empirical test. J. Comput. Inf. Syst. 49(1), 17–26 (2008)
  24.Chen, S.C., Chen, H.H., Chen, M.F.: Determinants of satisfaction and continuance intention towards self-service technologies. Ind. Manag. Data Syst. 109(9), 1248–1263 (2009)CrossRef
  25.Fornell, C.R., Larcker, D.F.: Evaluating suctural equation models with unobservable variables and measurement error. J. Mark. Res. 18(1), 39–50 (1981)CrossRef
  26.Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E.: Multivariate Data Analysis: A Global Perspective, 7th edn. Pearson Education, Upper Saddle River (2010)
  
• 作者单位：Wei-Tsong Wang (14)
  Wen-Yin Chen (15)
  
  14. Department of Industrial and Information Management, National Cheng Kung University, Tainan, Taiwan
  15. Institute of Information Management, National Cheng Kung University, Tainan, Taiwan
  
• 丛书名：Cross-Cultural Design
• ISBN：978-3-319-40093-8
• 刊物类别：Computer Science
• 刊物主题：Artificial Intelligence and Robotics
  Computer Communication Networks
  Software Engineering
  Data Encryption
  Database Management
  Computation by Abstract Devices
  Algorithm Analysis and Problem Complexity
  
• 出版者：Springer Berlin / Heidelberg
• ISSN：1611-3349
• 卷排序：9741

文摘

Research indicates that one of the key drivers of the development of m-commerce is the provision of various types of high-quality mobile applications/services (apps). Business managers have thus been devoting themselves into not only attracting new customers but also retaining existing customers. Despite the considerable amount of studies on mobile apps, there are few studies that specifically investigate the effects of mobile-service-related quality factors on m-commerce consumers’ continuance intention regarding specific mobile apps. This study thus develops a research model that describe the relationships among mobile-service-quality factors (interaction quality, environment quality, and outcome quality), customer satisfaction, and the mobile-apps users’ continuance intention. The proposed research model was empirically validated using data collected from the users of mobile apps in Taiwan. The research results indicate that the three quality factors were key determinants of customer satisfaction and continuance intention. Theoretical and practical implications are subsequently discussed.