Service quality, satisfaction, stickiness, and usage intentions: An exploratory evaluation in the context of WeChat services

Computers in Human Behavior

Volumn 68, Issue , 2017, Pages 403-410

  Lien, Che Hui ^a   Cao, Yang ^b   Zhou, Xing ^c  

^a THOMPSON RIVERS UNIVERSITY   (Canada)

^b SHANGHAI INSTITUTE OF TECHNOLOGY   (China)

^c XIAMEN UNIVERSITY   (China)

Author keywords

Satisfaction; Service quality; Stickiness; Usage intention

Indexed keywords

BEHAVIORAL RESEARCH; HUMAN COMPUTER INTERACTION;

ENVIRONMENT QUALITY; INTERACTION QUALITY; NOCV1; OUTCOME QUALITY; SATISFACTION; SERVICE QUALITY; STICKINESS; STRUCTURAL EQUATION MODELLING; USAGE INTENTION;

QUALITY OF SERVICE;

CHINA; CITY; EXPLORATORY RESEARCH; HUMAN; SATISFACTION; STATISTICAL MODEL;

EID: 85002700535     PISSN: 07475632     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.chb.2016.11.061     Document Type: Article

References (52)

1. Baron, R.M., Kenny, D.A., The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology 51:6 (1986), 1173–1182 http://www.sesp.org/files/The%20Moderator-Baron.pdf.
2. Brady, M.K., Cronin, J., Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing 65:3 (2001), 34–49, 10.1509/jmkg.65.3.34.18334.
3. Business Insider, WeChat breaks 700 million monthly active users. 2016 http://www.businessinsider.com/wechat-breaks-700-million-monthly-active-users-2016-4.
4. Chang, M.K., Cheung, W., Determinants of the intention to use internet/WWW at work: A confirmatory study. Information and Management 39:1 (2001), 1–14, 10.1016/S0378-7206(01)00075-1.
5. Chen, X., Ma, J., Jin, J., Fosh, P., Information privacy, gender differences, and intrinsic motivation in the workplace. International Journal of Information Management 33:6 (2013), 917–926, 10.1016/j.ijinfomgt.2013.08.010.
6. Chen, S.C., Yen, D.C., Hwang, M.I., Factors influencing the continuance intention to the usage of Web 2.0. Computers in Human Behavior 28:3 (2012), 933–941, 10.1016/j.chb.2011.12.014.
7. Chen, Z., Zhu, J., Zhou, M., How does a servant leader fuel the service fire? A multilevel model of servant leadership, individual self identity, group competition climate, and customer service performance. Journal of Applied Psychology 100:2 (2015), 511–521, 10.1037/a0038036.
8. Chou, S.W., Min, H.T., Chang, Y.C., Lin, C.T., Understanding continuance intention of knowledge creation using extended expectation-confirmation theory: An empirical study of Taiwan and China online communities. Behavior and Information Technology 29:6 (2010), 557–570, 10.1080/01449290903401986.
9. Cronin, J.J., Taylor, S.A., Measuring service quality: A reexamination and extension. Journal of Marketing 56:3 (1992), 55–68, 10.2307/1252296.
10. Dabholkar, P.A., Overby, J.W., Linking process and outcome to service quality and customer satisfaction evaluations. International Journal of Service Industry Management 16:1 (2005), 10–27, 10.1108/09564230510587131.
11. Dabholkar, P.A., Thorpe, D.I., Rentz, J.O., A measure of service quality for retail stores: Scale development and validation. Journal of the Academy of Marketing Science 24:1 (1996), 3–16, 10.1016/j.tourman.2007.07.014.
12. Fornell, C., Larcker, D.F., Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 18:1 (1981), 39–50 http://www.jstor.org/stable/3150979?seq=1#page_scan_tab_contents.
13. Gronroos, C.A., Service quality model and its marketing implications. European Journal of Marketing 18:4 (1984), 36–44, 10.1108/EUM0000000004784.
14. Guo, C., Shim, J.P., Otondo, R., Social network services in China: An integrated model of centrality, trust, and technology acceptance. Journal of Global Information Technology Management 13:2 (2010), 76–99, 10.1080/1097198X.2010.10856515.
15. Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E., Tatham, R.L., Multivariate data analysis. 7th ed., 2010, Pearson Education Inc, New Jersey.
16. Hayes, A.F., Beyond Baron and Kenny: Statistical mediation analysis in the new millennium. Communication Monographs 76:4 (2009), 408–420 http://www.tandfonline.com/doi/abs/10.1080/03637750903310360.
17. Hsu, C.L., Liao, Y.C., Exploring the linkages between perceived information accessibility and microblog stickiness: The moderating role of a sense of community. Information and Management 51:7 (2014), 833–844, 10.1016/j.im.2014.08.005.
18. Huang, J.W., Lin, C.P., To stick or not to stick: The social response theory in the development of continuance intention from organizational cross-level perspective. Computers in Human Behavior 27:5 (2011), 1963–1973, 10.1016/j.chb.2011.05.003.
19. Hu, L.T., Bentler, P.M., Cut-off criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal 6:1 (1997), 1–55 http://www.tandfonline.com/doi/abs/10.1080/10705519909540118.
20. Kim, S.M., Oh, J.Y., Employee emotional response toward healthcare organization's service recovery efforts and its influences on service recovery performance. Service Business 6:3 (2012), 297–321 http://dx.doi.org.ezp.waldenulibrary.org/10.1007/s11628-012-0137-y.
21. Ko, Y.J., Pastore, D.L., Current issues and conceptualizations of service quality in the recreation sport industry. Sport Marketing Quarterly 13:2 (2004), 158–166 https://www.researchgate.net/profile/Yong_Jae_Ko/publication/281610901_Current issues_and_conceptualizations_of_service_quality_in_the_recreation_sport_industry/links/56545b4308aefe619b19d988.pdf.
22. Kowatsch, T., Maass, W., In-store consumer behavior: How mobile recommendation agents influence usage intentions, product purchases, and store preferences. Computers in Human Behavior 26:4 (2010), 697–704, 10.1016/j.chb.2010.01.006.
23. Kuo, Y.F., Wu, C.M., Deng, W.J., The relationships among service quality, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behavior 25:4 (2009), 887–896, 10.1016/j.chb.2009.03.003.
24. Lai, T.L., Service quality and perceived value's impact on satisfaction, intentions and usage of short message service (SMS). Information System Frontiers 6:4 (2004), 353–368, 10.1023/B: ISFI.0000046377.32617.3d.
25. Landrum, H., Prybutok, V.R., A service quality and success model for the information service industry. European Journal of Operational Research 156:3 (2004), 628–642, 10.1016/S0377-2217(03)00125-5.
26. Lee, J., Lee, J., Feick, L., The impact of switching costs on the customer satisfaction-loyalty link: Mobile phone service in France. Journal of Services Marketing 15:1 (2001), 35–48, 10.1108/08876040110381463.
27. Li, D., Browne, G.J., Wetherbe, J.C., Why do Internet users stick with a specific web site? A relationship perspective. International Journal of Electronic Commerce 10:4 (2006), 105–141, 10.2753/JEC1086-4415100404.
28. Lien, C.H., Cao, Y., Examining WeChat users’ motivations, trust, attitudes, and positive word-of-mouth: Evidence from China. Computers in Human Behavior 41:Dec (2014), 104–111, 10.1016/j.chb.2014.08.013.
29. Lien, C.H., Wu, J.J., Chen, Y.H., Wang, C.J., Trust transfer and the effect of service quality on trust in the healthcare industry. Managing Service Quality 24:4 (2014), 399–416, 10.1108/MSQ-11-2013-0255.
30. Lin, J.C.C., Online stickiness: Its antecedents and effect on purchasing intention. Behavior and Information Technology 26:6 (2007), 507–516, 10.1080/01449290600740843.
31. Lin, C.P., Huang, H.N., Joe, S.W., Ma, H.C., Learning the determinants of satisfaction and usage intention of instant messaging. CyberPsychology and Behavior 11:3 (2008), 262–267, 10.1089/cpb.2007.0062.
32. Luo, X., Bhattacharya, C.B., Corporate social responsibility, customer satisfaction, and market value. Journal of Marketing 70:4 (2006), 1–18 http://ssrn.com/abstract=2260523.
33. Lu, Y., Zhang, L., Wang, B., A multidimensional and hierarchical model of mobile service quality. Electronic Commerce Research and Applications 8:5 (2009), 228–240, 10.1016/j.elerap.2009.04.002.
34. Martinez Caro, L., Martinez Garcia, Developing a multidimensional and hierarchical service quality model for the travel agency industry. Tourism Management 29:4 (2008), 706–720, 10.1016/j.tourman.2007.07.014.
35. Newswire, P.R., China trends: WeChat could be China's first well-known global brand. 2013 http://en.prnasia.com/blog/2013/07/china-trends-wechat-could-be-chinas-first- well-known-global-brand/.
36. Olorunniwo, F., Hsu, M.K., A typology analysis of service quality, customer satisfaction and customer behavioral intentions in mass services. Managing Service Quality 16:2 (2006), 106–123, 10.1108/09604520610650600.
37. Olorunniwo, F., Hsu, M.K., Udo, G., Service quality, customer satisfaction, and behavior intentions in the service factory. Journal of Services Marketing 20:1 (2006), 59–72, 10.1108/08876040610646581.
38. Parasuraman, A., Zeitham, V.A., Berry, L.L., Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management 30:3 (1991), 335–364, 10.1002/hrm.3930300304.
39. Parasuraman, A., Zeithaml, V.A., Berry, L.L., SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64:1 (1988), 12–40.
40. Parasuraman, A., Zeithaml, V.A., Malhotra, A., E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research 7:3 (2005), 13–33, 10.1177/1094670504271156.
41. Reinartz, W.J., Haenlein, M., Henseler, J., An empirical comparison of the efficacy of covariance-based and variance-based SEM. International Journal of Research in Marketing 26:4 (2009), 332–344, 10.1016/j.ijresmar.2009.08.001.
42. Rust, R.T., Oliver, R.L., Service quality: Insights and managerial implications from the Frontier. Rust, R.T., Oliver, R.L., (eds.) Service quality: New directions in theory and practice, 1994, Sage Publications, London, 1–19, 10.4135/9781452229102.n1.
43. Search Engine Journal, WeChat marketing: Another way to reach China's affluent consumers. 2013 https://www.searchenginejournal.com/wechat-marketing-another-way-to-reach- chinas-affluent-consumers/62376.
44. Shanghai Daily, Government WeChat services. 2015, February 11 http://www.shanghaidaily.com/metro/society/Government-WeChat-services/hadily.shtml.
45. Shi, J., Jiang, Y., Hu, P., Gong, Y., Li, Y., A surveying study on social satisfaction to current doctor-patient relationship in China. Journal of Service Science and Management 8:5 (2015), 695–702, 10.4236/jssm.2015.85071.
46. Statista, Distribution of WeChat users in China as of January 2015, by age. 2016 https://www.statista.com/statistics/387658/wechat-china-user-age/.
47. The Wall Street Journal, Uber sells China operations to Didi Chuxing. 2016 http://www.wsj.com/articles/china-s-didi-chuxing-to-acquire-rival-uber-s-chinese-operations- 1470024403.
48. Tsao, W.U., Enhancing competitive advantages: The contribution of mediator and moderator on stickiness in the LINE. Journal of Retailing and Consumer Services 21:6 (2014), 933–941, 10.1016/j.jretconser.2014.08.011.
49. Wang, W., Hsieh, J.P.A., Song, B., Understanding user satisfaction with instant messaging: An empirical study. International Journal of Human-Computer Interaction 28:3 (2012), 153–162 http://www.tandfonline.com/doi/abs/10.1080/10447318.2011.568893.
50. Wu, Z., Tang, M., Research on WeChat functional service based on the user behavior. Commercial Research 7 (2014), 160–165 http://en.cnki.com.cn/Article_en/CJFDTotal-BUSI201407025.htm.
51. Zhao, L., Lu, Y., Zhang, L., Chau, P.Y.K., 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. Decision Support System 52:3 (2012), 645–656, 10.1016/j.dss.2011.10.022.
52. Zhou, Y., Guo, Y., A Study on WeChat moment impact under social comparison perspective. Journal of Intelligence 35:2 (2016), 145–150 DOI 10. 3969 /j. issn. 1002 － 1965. 2016. 02. 026.