TY - JOUR
T1 - Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services
T2 - An empirical test of a multidimensional model
AU - Zhao, Ling
AU - Lu, Yaobin
AU - Zhang, Long
AU - Chau, Patrick Y.K.
N1 - Funding Information:
This work was partially supported by grants from the National Science Foundation of China (NSFC) ( 70971049 ) and a grant from NSFC/RGC ( 71061160505 ). This work was also partially supported by a grant from the NSFC/RGC Joint Research Scheme sponsored by the Research Grants Council of Hong Kong and the National Natural Science Foundation of China (Project No. 9054004(N_CityU 115/10)). This work was also supported by TD-SCDMA Joint Innovation Lab , Hubei Mobile Co. , China Mobile Group and the Modern Information Management Research Centre at HUST .
PY - 2012/2
Y1 - 2012/2
N2 - 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.
AB - 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.
KW - Continuance intention
KW - Cumulative satisfaction
KW - Justice
KW - Mobile value-added services
KW - Service quality
KW - Transaction-specific satisfaction
UR - http://www.scopus.com/inward/record.url?scp=84856011656&partnerID=8YFLogxK
U2 - 10.1016/j.dss.2011.10.022
DO - 10.1016/j.dss.2011.10.022
M3 - Article
AN - SCOPUS:84856011656
SN - 0167-9236
VL - 52
SP - 645
EP - 656
JO - Decision Support Systems
JF - Decision Support Systems
IS - 3
ER -