Service quality's impact on mobile satisfaction and intention to use 3G service

Proceedings of the 42nd Annual Hawaii International Conference on System Sciences, HICSS

Volumn , Issue , 2009, Pages

  Li, Yung Ming ^a   Yeh, Yung Shao ^a  

^a NATIONAL CHIAO TUNG UNIVERSITY   (Taiwan)

Author keywords

[No Author keywords available]

Indexed keywords

3G SERVICES; BEHAVIORAL INTENTIONS; COMMUNICATION MEDIUMS; EASE OF USE; EMPIRICAL EVIDENCES; EXPLANATORY POWER; INTERNAL CONSISTENCIES; MOBILE COMMERCES; MOBILE COMMUNICATIONS; MOBILE TECHNOLOGIES; ON-LINE SURVEYS; SERVICE QUALITIES; SERVICE QUALITY FACTORS; TECHNOLOGY ACCEPTANCE MODELS; THIRD GENERATIONS; USER'S SATISFACTIONS; USERS' ACCEPTANCES; USERS' PERCEPTIONS;

TELECOMMUNICATION EQUIPMENT;

MOBILE TELECOMMUNICATION SYSTEMS;

EID: 78650760828     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: 10.1109/HICSS.2009.387     Document Type: Conference Paper

References (64)

1. Bagozzi, R. Yi, Y. "On the evaluation of structural equation models." Journal of the Academy of Marketing Science, 16, 1988, pp. 74-94.
2. Bentler, P. M. and Bonett, D. G. "Significance tests and goodness of fit in the analysis of covariance structures." Psychological Bulletin, 88, 1980, pp. 588-606.
3. Casalo, L. Flavian, C. and Guinaliu, M. "The role of perceived usability, reputation, satisfaction and consumer familiarity on the website loyalty formation process." Computers in Human Behavior, 24, 2008, pp. 325-345.
4. Churchill, G. A. Jr. "A paradigm for developing better measures of marketing constructs." Journal of Marketing Research, 16(2), 1979, pp. 64-73.
5. Cronin, J. J. Jr. and Taylor, S. A. "Measuring service quality: A reexamination and extension." Journal of Marketing, 56(3), 1992, pp. 55-68.
6. Cronbach, L. J. Essentials of psychological testing. New York: Harper and Row, 1970.
7. Davis, F. D. "Perceived usefulness, perceived ease-of-use, and user acceptance of information technologies." MIS Quarterly, 13(3), 1989, pp. 319-340.
8. Dholakia, R. R., Miao, Z., Dholakia, N. and Fortin, D. R. Interactivity and revisits to websites: A theoretical framework. RITIM working paper, http://ritim.cba.uri.edu/wp/, 2000.
9. Fornell, C. and Larcker, D. F. "Evaluating structural equation models with unobservable variables and measurement error." Journal of Marketing Research, 18(1), 1981, pp. 39-50.
10. Fornell, C. "A national customer satisfaction barometer: the Swedish experience." Journal of Marketing, 56(1), 1992, pp. 6-22.
11. Garbarino, E. and Johnson, M. S. "The different roles of satisfaction, trust, and commitment in consumer relationships." Journal of Marketing, 63(2), 1999, pp. 70-87.
12. Gefen, D. "E-commerce: the role of familiarity and trust." The International Journal of Management Science, 28(6), 2000, pp. 725-737.
13. Gefen, D. Straub, D. W. and Boudreau, M. C. "Structural equation modeling and regression: guidelines for research practice." Communications of the Association for Information Systems, 4(7), 2000, pp. 1-70.
14. Gefen, D. and Straub, D. W. "The relative importance of perceived ease of use in IS adoption: a study of e-commerce adoption." Journal of the Association for Information Systems, 1(8), 2000, pp. 1-28.
15. Geyskens, I. Steenkamp, J. and Kumar, N. "A meta analysis of satisfaction in marketing channel relationships." Journal of Marketing Research, 36(2), 1999, pp. 223-238.
16. th ed.). New Jersey: Prentice Hall, 1998.
17. Hart, C. W. and Johnson, M. D. "Growing the trust relationship." Marketing Management, 8(1), 1999, pp. 8-19.
18. Ha, L. and James, E. L. "Interactivity reexamined: a baseline analysis of early business sites." Journal of Broadcasting and Electronic Media, 42, 1998.
19. Heeter, C. Implication of new interactivity technologies for conceptualizing communication, in Jerry Salvaggio and Jennings Bryant (eds.), Media Use in the Information Age, Hillisdale, NJ; Erlbaum, 1989, pp. 217-235.
20. Heijden, H. V. D. Verhagen, T. and Creemers, M. "Understanding online purchase intentions: contributions from technology and trust perspectives." European Journal of Information Systems, 12, 2003, pp. 41-48.
21. Hsu, C. L. and Lu, H. P. "Why do people play on-line games? An extended TAM with social influences and flow experience." Information and Management, 41, 2004, pp. 853-868.
22. Hsu, C. L. and Lu, H.P. "Consumer behavior in online game communities: A motivational factor perspective." Computer in Human Behavior, 23(3), 2005, pp. 1642-1659.
23. Hsu, C. L. Lu, H. P. and Hsu, H. H. "Adoption of the mobile Internet: An empirical study of multimedia message service (MMS)." Omega, 35, 2007, pp. 715-726.
24. Hull, J. Lehn, D. and Tedlie, J. "A general approach to testing multifaceted personality constructs." Journal of Personality and Social Psychology, 61(6), 1991, pp. 934-945.
25. Jiang, J. J. Klein, G. and Crampton, S. M. "A note on SERVQUAL reliability and validity in information system service quality measurement." Decision Sciences, 31(3), 2000, pp. 725-744.
26. Kalakota, R. and Robinson, M. M-business: the race to mobility, McGraw-Hill Trade, 2001.
27. Kettinger, W. J. and Lee, C. C. "Perceived service quality and user satisfaction with the information services function." Decision Sciences, 25(5-6), 1994, pp. 737-766.
28. Kettinger, W. J. and Lee, C. C. "Pragmatic perspectives on the measurement of information systems service quality." MIS Quarterly, 21(2), 1997, pp. 223-240.
29. Kettinger, W. J. and Lee, C. C. "Replication of measures in information systems research: the case of IS SERVQUAL." Decision Sciences, 30(3), 1999, pp. 893-899.
30. Kim, D. and Benbasat, I. "Trust-related arguments in Internet stores: a framework for evaluation." Journal of Electronic Commerce Research, 4(2), 2003, pp. 49-64.
31. Ku, L. Impacts of interactivity from computer-mediated communication in an organization setting: a study of electronic mail, Doctoral Dissertation, Michigan State University, 1992.
32. Lai, T. L. "Service quality and perceived value's impact on satisfaction, intention and usage of short message service (SMS)." Information Systems Frontiers, 6(4), 2004, pp. 353-368.
33. Lee, Y. E. and Benbasat, I. "Interface design for mobile commerce." Communication of the ACM, 46(12), 2003, pp. 49-52.
34. Lee, T. M. "The impact of perceptions of interactivity on customer trust and transaction intentions in mobile commerce." Journal of Electronic Commerce Research, 6(3), 2005.
35. Lewicki, R. J. MaAllister, D. J. and Bies, R. J. "Trust and distrust: new relationships and realities." Academy of Management Journal, 23(3), 1998, pp. 438-458.
36. Liang, T. P. and Wei, C. P. "Introduction to the special issue: mobile commerce applications." International Journal of Electronic Commerce, 8(3), 2004, pp. 7-17.
37. Lin, H. H. and Wang, Y. S. "An examination of the determinants of customer loyalty in mobile commerce contexts." Information and Management, 43, 2006, pp. 271-282.
38. Liu, C. Marchewka, J. T. Lu, J. and Yu, C.S. "Beyond concern - a privacy-trust-behavioral intention model of electronic commerce." Information and Management, 42, 2005, pp. 289-304.
39. McMillan, S. J. and Hwang, J. S. "Measures of perceived interactivity: an exploration of the role of direction of communication, user control, and time in shaping perceptions of interactivity." Journal of Advertising, 31(3), 2002, pp. 29-42.
40. Methlie, L. and Nysveen, H. "Loyalty of online bank customers." Journal of Information Technology, 14, 1999. pp. 375-386.
41. nd ed.). New York: McGraw Hill, 1978.
42. Nunnally, J. C. and Bernstein, I. H. Psychometric Theory, McGraw-Hill, New York, 1994.
43. Pavlou, P. A. "Consumer acceptance of electronic commerce-integrating trust and risk with the technology acceptance model." International Journal of Electronic Commerce, 7(3), 2003, pp. 101-134
44. Parasuraman, A. Zeithaml, V. A. and Berry, L. L. "A conceptual model of ervice quality and its implications for future research." Journal of Marketing, 49, 1985, pp. 41-50.
45. Parasuraman, A. Zeithaml, V. A. and Berry, L. L. "Refinement and reassessment of the SERVQUAL scale." Journal of Retailing, 67, 1991, pp. 420-450.
46. Parasuraman, A. Zeithaml, V. A. and Berry, L. L. "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality." Journal of Retailing, 64(1), 1988, pp. 12-40.
47. Pitt, L. F. Watson, R. T. and Kavan, C. B. "Service quality: a measure of information systems effectiveness." MIS Quarterly, 19(2), 1995, pp. 173-187.
48. Preacher, K. J. and Hayes, A. F. "SPSS and SAS procedures for estimating indirect effects in simple mediation models." Behavior Research Methods, Instruments, and Computers, 36(4), 2004, pp. 717-731.
49. Ribbink, D., Van Riel, A. C. R. and Liljander, V. "Comfort your online customer: quality, trust and loyalty on the internet." Managing Service Quality, 14(6), 2004, pp. 446-456.
50. Rice, R. New media technology: growth and integration, in The new media: communication, research and technology. Beverly Hills: Sage, 1984.
51. Siau, K. and Shen, Z. (2003), "Building customer trust in mobile commerce", Communications of the ACM, Vol. 46 No. 4, pp. 91-94.
52. Siau, K., Sheng, H. and Nah, F. "Development of a framework for trust in mobile commerce", Proceedings of the Second Annual Workshop on HCI Research, Seattle, WA, Dec. 12-13, 2003.
53. Seibert, S. Kraimer, M. and Liden, R. "A social capital theory of career success." Academy of Management Journal, 44(2), 2001, pp. 219-237.
54. Severt, E. The customer's path to loyalty: a partial test of relationships of prior experience, justice, and customer satisfaction. Doctoral Thesis, Faculty of the Virginia Polytechnic Institute and State University, 2002.
55. So, M. W. C. and Sculli, D. "The role of trust, quality, value, and risk in conducting e-business." Industrial Management and Data Systems, 102(9), 2002, pp. 503-512.
56. Spreng, R. A. and Mackoy, R. D. "An empirical examination of a model of perceived service quality and satisfaction." Journal of Retailing, 72(2), 1996, pp. 201-214.
57. Tan, M. and Teo, T. "Factors influencing the adoption of Internet banking." Journal of the AIS, 1(5), 2000, http://www.jais.is-world.org/ articles/1-5.
58. The Taiwan Economic News, Cellular growth, 7 March 2003, viewed 26 June 2003, http://th.gio.gov.tw/show.cfm?news id=16988.
59. Van Dyke, T. P. Kappelman, L. A. and Prybutok, V. R. "Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire." MIS Quarterly, 21(2), 1997, pp. 195-208.
60. Van Dyke, T. P. Prybutok, V. R. and Kappelman, L. A. "Cautions on the use of SERVQUAL measure to assess the quality of information systems services." Decision Sciences, 30(3), 1999, pp. 877-891.
61. Venkatesh, V. and Davis, F. D. "A theoretical extension of the technology acceptance model: four longitudinal field studies." Management Science, 46(2), 2000, pp. 186-204.
62. Venkatesh, V. Ramesh, V. and Massey, A. P. (2003). "Understanding usability in mobile commerce." Communications of the ACM, 46(12), 2003, pp. 53.
63. Zwass, V. "Electronic commerce and organizational innovation: aspects and opportunities." International Journal of Electronic Commerce, 7(3), 2003, pp. 7-37.
64. Zeithaml, V. A. Berry, L. L. and Parasuraman, A. "The behavioral consequences of service quality." Journal of Marketing, 60(2), 1996, pp. 31-46.