Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model

Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed.     

An Integrated Model for Customer Relationship Management: An Analysis and Empirical Study

Ensuring customer satisfaction and maintaining long‐term relationships with customers have become essential for survival among competitive service industries. The present study addresses this need by proposing a conceptually integrated four‐phase model that incorporates elements of customer relationship management (CRM) and customer satisfaction (represented by the extended American Customer Satisfaction Index model). Then, this study formulates structural equation modeling to test various research hypotheses related to the effect of the CRM initiative. An empirical study of 143 leading Taiwanese service firms distributed among seven service industries was conducted. The implementation levels of various constructs, input (customer knowledge), service provision (customer interactions), output quality, perceived quality, perceived value, perception of customer satisfaction, customer loyalty, purchasing intention, and profits of CRM are assessed in a range of service industries by means of a questionnaire survey and in‐depth interviews. The results of the empirical study reveal statistically significant influences among various constructs of the CRM integrated model. These results also represent a useful reference for managers of service organizations that could be used to improve the profitability and implementation level of CRM. The present study represents an important investigation in the development of an integrated CRM implementation system for service industries. © 2012 Wiley Periodicals, Inc.     

An Empirical Study of the Impacts of Perceived Security and Knowledge on Continuous Intention to Use Mobile Fintech Payment Services

Financial technology (Fintech) services using emerging technology such as the Internet of Things (IoT) is becoming more prevalent. The recent proliferation of the mobile payment sector led by innovative mobile Fintech payment services such as Apple Pay and Samsung Pay is the most important and fastest growing Fintech services from consumers’ perspective. Although businesses have been making efforts to spread the use of the services, security is crucial in the diffusion of the services. Despite the importance, the role of perceived security in continuous intention to use mobile, Fintech services has not yet been investigated in depth. Thus, this study investigates the relationships between perceived security, knowledge regarding the services, confirmation, perceived usefulness, and satisfaction. We propose a research model using an extended post-acceptance model (EPAM) as a theoretical framework in the context of Fintech services. We then validate the model using the data collected from the service users. The analyzed results show that knowledge and perceived security in mobile Fintech services have a significant influence on users’ confirmation and perceived usefulness. However, perceived security does not directly influence users’ satisfaction and continual intention to use. We further find significant relationships among confirmation, perceived usefulness, satisfaction, and continual intention to use of the services. We discuss theoretical and practical contributions of the study.     

An empirical study on Web-based services and customer loyalty

E-business success is tied to the ability to foster customer loyalty. Businesses that deliver superior value derived from excellent services and quality products are likely to win customer loyalty. This paper examines Web-based services and the effects of three sets of factors: pre-purchase, transaction-related, and post-purchase services on customer loyalty (measured as repeat purchase intention from a given Web-based store) in a business-to-consumer environment. Based on the study's results, pre-purchase services that support search and evaluation of products replete in e-commerce systems have limited effect on customer loyalty. Among transaction-related services, transparency of the billing mechanism positively impacts customer loyalty. Customers shun any hidden costs associated with product acquisition. Post-purchase services consisting of support of order tracking, on-time delivery, and customer support positively influence customer loyalty. These findings imply that Web-based stores need to pay more attention to post-purchase services in their strategy to retain customers. This is what will keep customers satisfied and willing to continue the relationship with a company over the long term.     

An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry

Service quality, customer satisfaction and customer value have become the priority of both manufacturers and service provider in the increasingly intensified competition for customers in today's customer-centered era. However, findings regarding service quality, customer satisfaction and customer value are rather divergent and related studies are fragmented, especially for the complicated interrelationships among them. Thus, less is known about the relative impacts of quality-related factors on customer value and customer satisfaction up to now and the moderating role of customer value in the relationship between service quality and customer satisfaction has been neglected. Further, it is very difficult to find related studies, supported by evidence, that focus on service quality, customer satisfaction and customer value, and their influences on customer behavior intentions in the telecommunication industry. In this paper, much attention is paid to the measurement model of service quality in China's mobile communication market based on the well-known SERVQUAL model, but with reasonable modification on the basis of focus group discussions and expert opinions to reflect the specific industry attributes and the special culture of China. By taking a disaggregated approach, the key drivers of service quality, customer value and customer satisfaction are first identified and the impact of customer perceived sacrifice on customer value is emphasized. Then attention is given to the systematic study of the dynamic relationships among them, especially the moderating effect of customer value on the relationship between service quality and customer satisfaction, which is followed by the examination of their influences on behavior intentions of customers. Results are based on the development of structural equation models using Partial Least Square technique.     

Understanding Continuance Intention of Mobile Payment Services: An Empirical Study

Research on continued use of mobile payment services is scarce. To address part of this research gap, we examine a research model, derived from IT continuance, risk-trust, and affect-cognition literature. The results show that user satisfaction with mobile payment services has a substantive positive impact on continuance intention with such services; the disconfirmation of preadoption perceived usefulness about mobile payment services positively impacts user satisfaction and postadoption perceived usefulness; the disconfirmation of preadoption perceived risk about mobile payment services negatively impacts user satisfaction and positively impacts postadoption perceived risk; postadoption perceived usefulness is positively associated with continuance intention; user satisfaction positively impacts both institution-based trust in mobile payment technologies and trust beliefs in service providers; institution-based trust shows a positive impact on postadoption perceived usefulness and a negative impact on postadoption perceived risk.     

An investigation of the effect of online consumer trust on expectation, satisfaction, and post-expectation

This study proposes a framework regarding the relationship between consumer trust, satisfaction, expectation, and post-expectation in the context of electronic commerce. In particular, the framework draws together from three theories: social exchange theory, expectation-confirmation theory, and post-acceptance model of IS continuance. Following the longitudinal pre-purchase and post-purchase stages, this study provides a theoretical framework combining trust, expectation, satisfaction, and post-expectation (i.e., perceived usefulness) and tests the proposed model empirically using Internet consumer behavior data collected via two rounds of Web surveys. The empirical findings suggest that both consumer’s trust and expectation have positive influences on consumer’s satisfaction; a significant and positive relationship is detected between consumer’s trust and expectation; customer’s satisfaction and perceived usefulness as post-expectation belief are important predictors of repurchase intention. In consequence, the study provides a framework explaining the subsequent relationships of trust, expectation, confirmation, satisfaction, post-expectation, and repurchase intention (i.e., consumer trust → expectation → confirmation → satisfaction → post-expectation → repurchase intention) across pre-purchase and post-purchase stages. Theoretical and practical implications are discussed.     

The impact of website quality on customer satisfaction and purchase intention: perceived playfulness and perceived flow as mediators

The purposes of this study are to examine whether perceived playfulness and perceived flow would mediate the relationships among website quality, customer satisfaction, and purchase intention, as well as to assess the degree of reciprocity between perceived playfulness and perceived flow in an online travel agency context. This study suggested a research framework for testing the relationships among the constructs based on the stimulus-organism-response framework. In addition, this study developed a non-recursive model. After validating the measurement scales, empirical analyses were conducted using structural equation modelling. The findings confirm that website quality affects customers’ perceived playfulness and perceived flow, and in turn, would influence their satisfaction and purchase intention. Notably, this study finds that the service quality is more important than information and system quality in influencing customer satisfaction and purchase intention. Furthermore, the study reveals that the relationship between perceived playfulness and perceived flow is reciprocal. Based on the findings, the implications are discussed in the paper and directions for future research are also highlighted.     

Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS)

SMS, being an almost instantaneous communication medium that connects people, is now a phenomenon that has grown and spread around the globe at an amazing speed. Given the current trend of SMS usage and its potential growth, this paper will provide an insight of the extent to which how service quality and the value perceived by the SMS users have an impact on their extent of the SMS usage in the post SMS adoption phase. Specifically, this article will examine how service quality of the service providers and perceived value affect customer satisfaction and how customer satisfaction will affect their behavioural intention to continue to use SMS which in turn affects the extent of SMS usage in the local context. Using partial-least-squares, an analysis was conducted based on the 150 surveys collected to test for the proposed relationships. The results showed that the tangibles, empathy and assurance dimensions of service quality are antecedents of customer satisfaction and a positive relationship exists between customer satisfaction and customers' behavioural intentions to continue to use SMS. Additionally, the positive relationship between customers' behavioural intentions to continue to use SMS and the extent of SMS usage is also significant. These results were similar to the results shown by Cronin and Taylor (1992) studies. The perceived value/customer satisfaction relationship investigated in this research was in line with Fornell et al.(1996) and Cronin et al.(2000) where perceived value was one of the determinants of customer satisfaction. Specially, the results revealed that perceived value, together with tangibles, empathy and assurance aspects of the service quality, played an important role in determining customer satisfaction for SMS. Implications of the above results for research and practice are discussed.     

Effect of trust level on mobile banking satisfaction: a multi-group analysis of information system success instruments

Mobile banking is increasingly being used for banking service applications. However, few empirical studies have been conducted on mobile banking services. Therefore, the current study focuses on whether or not trust in mobile banking influences the relationship between customer satisfaction and perceptions of the system quality, information quality and information presentation of mobile banking. Using the partial least squares approach, the analysis reveals that information quality and system quality influence customer satisfaction, whereas information presentation does not have an effect on customer satisfaction. Moreover, the research model articulates how perceptions of the system quality, information quality and information presentation of mobile banking moderated by trust influence customer satisfaction with this type of service.