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

Wei-Tsong Wang, Wen Yin Chen

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

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 mcommerce 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.

Original languageEnglish
Title of host publicationCross-Cultural Design - 8th International Conference, CCD 2016 and Held as Part of HCI International 2016, Proceedings
EditorsPei-Luen Patrick Rau
PublisherSpringer Verlag
Pages459-467
Number of pages9
ISBN (Print)9783319400921
DOIs
Publication statusPublished - 2016 Jan 1
Event8th International Conference on Cross-Cultural Design, CCD 2016 and Held as Part of 18th International Conference on Human-Computer Interaction, HCI International 2016 - Toronto, Canada
Duration: 2016 Jul 172016 Jul 22

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume9741
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349

Other

Other8th International Conference on Cross-Cultural Design, CCD 2016 and Held as Part of 18th International Conference on Human-Computer Interaction, HCI International 2016
CountryCanada
CityToronto
Period16-07-1716-07-22

Fingerprint

Mobile Services
Customer Satisfaction
Service Quality
Mobile Applications
Customer satisfaction
Quality Factor
Customers
Taiwan
Driver
Determinant
Managers
Interaction
Model
Industry

All Science Journal Classification (ASJC) codes

  • Theoretical Computer Science
  • Computer Science(all)

Cite this

Wang, W-T., & Chen, W. Y. (2016). 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. In P-L. P. Rau (Ed.), Cross-Cultural Design - 8th International Conference, CCD 2016 and Held as Part of HCI International 2016, Proceedings (pp. 459-467). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 9741). Springer Verlag. https://doi.org/10.1007/978-3-319-40093-8_46
Wang, Wei-Tsong ; Chen, Wen Yin. / 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. Cross-Cultural Design - 8th International Conference, CCD 2016 and Held as Part of HCI International 2016, Proceedings. editor / Pei-Luen Patrick Rau. Springer Verlag, 2016. pp. 459-467 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)).
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Wang, W-T & Chen, WY 2016, 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. in P-LP Rau (ed.), Cross-Cultural Design - 8th International Conference, CCD 2016 and Held as Part of HCI International 2016, Proceedings. Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), vol. 9741, Springer Verlag, pp. 459-467, 8th International Conference on Cross-Cultural Design, CCD 2016 and Held as Part of 18th International Conference on Human-Computer Interaction, HCI International 2016, Toronto, Canada, 16-07-17. https://doi.org/10.1007/978-3-319-40093-8_46

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. / Wang, Wei-Tsong; Chen, Wen Yin.

Cross-Cultural Design - 8th International Conference, CCD 2016 and Held as Part of HCI International 2016, Proceedings. ed. / Pei-Luen Patrick Rau. Springer Verlag, 2016. p. 459-467 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 9741).

Research output: Chapter in Book/Report/Conference proceedingConference contribution

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Wang W-T, Chen WY. 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. In Rau P-LP, editor, Cross-Cultural Design - 8th International Conference, CCD 2016 and Held as Part of HCI International 2016, Proceedings. Springer Verlag. 2016. p. 459-467. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)). https://doi.org/10.1007/978-3-319-40093-8_46