The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective |
| |
| Institution: | 2. Department of Marketing and Distribution Management, National Taitung College, No.911, Jhengci N. Rd., Taitung, 95045 Taiwan;1. Federal Ministry of Communication Technology, Department of Spectrum Management, Radio Frequency Monitoring and Survey Division, Federal Secretariat Complex, Shehu Shagari Way, PMB 12578 Abuja, Nigeria;2. Engineering Department, Universidad del Pacífico, Av. Salaverry 2020, Jesús María, Lima 11, Peru;3. Department of Computing & Information Systems, Sunway University, No. 5 Jalan Universiti, Bandar Sunway, 47500 Selangor Darul Ehsan, Malaysia;1. Department of Information Management, National Changhua University of Education, Taiwan;2. Department of Information Management, National Sun Yat-sen University, Taiwan;1. Department of Marketing, Kainan University, No. 1 Kainan Road, Luchu, Taoyuan County 33857, Taiwan;2. Department of International Business, Hsing Wu University, No. 101, Sec. 1, Fenliao Rd., LinKou District, New Taipei City 24452, Taiwan;3. Graduate Institute of Digital Learning and Education, National Taiwan University of Science and Technology, No. 43, Sec. 4, Keelung Rd., Taipei 10607, Taiwan;1. MIS Area, Indian Institute of Management, Tiruchirappalli, India;2. School of Management, Gautam Buddha University, Greater Noida, UP, India;1. School of Management, Harbin Institute of Technology, China;2. College of Business, University of Alabama in Huntsville, United States;3. Business School, Southern University of Science and Technology, China;1. Faculty of Business Administration, Ton Duc Thang University, Ho Chi Minh City, Vietnam;2. University of Economics and Law of VNU-HCM, Ho Chi Minh City, Viet Nam |
| |
| Abstract: | 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. |
| |
| Keywords: | Mobile communication applications Mobile service quality Inertia User satisfaction Continuance intention |
| 本文献已被 ScienceDirect 等数据库收录！ |
|
