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

研究成果: Conference contribution

摘要

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.

原文English
主出版物標題Cross-Cultural Design - 8th International Conference, CCD 2016 and Held as Part of HCI International 2016, Proceedings
編輯Pei-Luen Patrick Rau
發行者Springer Verlag
頁面459-467
頁數9
ISBN(列印)9783319400921
DOIs
出版狀態Published - 2016 一月 1
事件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
持續時間: 2016 七月 172016 七月 22

出版系列

名字Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
9741
ISSN(列印)0302-9743
ISSN(電子)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
國家Canada
城市Toronto
期間16-07-1716-07-22

指紋

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)

引用此文

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

研究成果: Conference 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. 於 Rau P-LP, 編輯, 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