TY - JOUR
T1 - The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications
T2 - A mobile service quality perspective
AU - Wang, Wei Tsong
AU - Ou, Wei Ming
AU - Chen, Wen Yin
N1 - Funding Information:
The authors thank the Editor and the anonymous reviewers for their valuable feedback on this paper. The authors also thank the administrators of the online forums for their support and the survey respondents for providing valuable data. This research was funded by Ministry of Science and Technology, Taiwan [grant number: MOST 104-2410-H-006-051-MY3 ].
Publisher Copyright:
© 2018
PY - 2019/2
Y1 - 2019/2
N2 - Vendors of mobile communication applications/services (apps) aim at improve their designs to attract and retain users, and thus achieve the critical mass needed to ensure the success of their services. Despite the significant number of prior mobile service studies, few works have examined the effects of inertia and satisfaction on the users’ continuance intention with regard to specific mobile communication apps from a mobile-service-quality perspective. By integrating the mobile service quality framework, inertia, and user satisfaction, this study develops a model for interpreting the development of the continuance intention of users of mobile communication apps. Data collected from 238 users of such apps provided support for the model. The results indicated that interaction quality, environment quality, inertia, and user satisfaction are key determinants of continuance intention, while outcome quality is not. The theoretical and practical implications of this work are discussed.
AB - Vendors of mobile communication applications/services (apps) aim at improve their designs to attract and retain users, and thus achieve the critical mass needed to ensure the success of their services. Despite the significant number of prior mobile service studies, few works have examined the effects of inertia and satisfaction on the users’ continuance intention with regard to specific mobile communication apps from a mobile-service-quality perspective. By integrating the mobile service quality framework, inertia, and user satisfaction, this study develops a model for interpreting the development of the continuance intention of users of mobile communication apps. Data collected from 238 users of such apps provided support for the model. The results indicated that interaction quality, environment quality, inertia, and user satisfaction are key determinants of continuance intention, while outcome quality is not. The theoretical and practical implications of this work are discussed.
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U2 - 10.1016/j.ijinfomgt.2018.10.011
DO - 10.1016/j.ijinfomgt.2018.10.011
M3 - Article
AN - SCOPUS:85055903822
SN - 0268-4012
VL - 44
SP - 178
EP - 193
JO - International Journal of Information Management
JF - International Journal of Information Management
ER -