TY - GEN
T1 - Assessing the effects of mobile service quality on customer satisfaction and the continued usage intention of mobile service
T2 - 8th International Conference on Cross-Cultural Design, CCD 2016 and Held as Part of 18th International Conference on Human-Computer Interaction, HCI International 2016
AU - Wang, Wei Tsong
AU - Chen, Wen Yin
N1 - Publisher Copyright:
© Springer International Publishing Switzerland 2016.
PY - 2016
Y1 - 2016
N2 - 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.
AB - 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.
UR - http://www.scopus.com/inward/record.url?scp=84978919843&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84978919843&partnerID=8YFLogxK
U2 - 10.1007/978-3-319-40093-8_46
DO - 10.1007/978-3-319-40093-8_46
M3 - Conference contribution
AN - SCOPUS:84978919843
SN - 9783319400921
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 459
EP - 467
BT - Cross-Cultural Design - 8th International Conference, CCD 2016 and Held as Part of HCI International 2016, Proceedings
A2 - Rau, Pei-Luen Patrick
PB - Springer Verlag
Y2 - 17 July 2016 through 22 July 2016
ER -