Investigation the Relationship among Mobile Value-added Services Quality,Customer Satisfaction and the Continuance Intention:Case Study, Hamrah Avval Operator مقالة

مؤلف: Ansari، A ؛ Kheirabadi، A ؛ Ghalamkari، S ؛ Khanjari، A. R ؛

International Journal Of Information Science And Management April 2013, Volume 11 - Number 1 التصنيف العلمية - البحثية (Ministry of Science/ISC (‎18 صفحة - من 67 إلی 84 )

الکلمات المفتاحية: Service Quality Trust customer satisfaction Perceived value continue intention

خلاصة:

Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality 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 237 users of mobile value-added services in Tehran university. Results show that all two dimensions of service quality (interaction quality and outcome quality) and perceived value have significant and positive effects on customer satisfaction while only one dimension of service quality (environment quality) and trust have no effect on customer satisfaction.

ملخص الجهاز:

Investigation the Relationship among Mobile Value-added Services Quality, Customer Satisfaction and the Continuance Intention: Case Study, Hamrah Awal Operator Dr. A. This study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services. Keywords: service quality, trust, perceived value, customer satisfaction, continue intention Introduction Growth of the mobile communication market, mobile phones that used to be exclusively held by business persons have become personal equipment closely integrated into everyone's daily life (Dabholkar et a1. This study aims to investigate three factors that are closely related to customer satisfaction, service quality, trust and perceived value. First, we incorporate three factors (service quality, trust and perceived value) that have been rarely investigated together in technology adoption/acceptance studies into our research model and then examine their possible influence on customer satisfaction and continue intention. In this study, service quality, trust and perceived value reflect customers' cognitive judgments with the consumption experience (Oliver and Swan, 1989; Smith and Bolton, 2002). Previous research on mobile service also found empirical evidence for the positive relationship between environment quality and customer satisfaction. (2004) (focusing the telecom industry in China), Tung (2004) (SMS service in Singapore), Lin and Wang (2006) (mobile commerce in Taiwan), and Turel and Serenko (2006) (mobile services in Canada) all revealed that perceived value is positively related to customer satisfaction. Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments.

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