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

Ling Zhao, Yaobin Lu, Long Zhang, Patrick Y.K. Chau

Research output: Journal PublicationArticlepeer-review

205 Citations (Scopus)

Abstract

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.

Original languageEnglish
Pages (from-to)645-656
Number of pages12
JournalDecision Support Systems
Volume52
Issue number3
DOIs
Publication statusPublished - Feb 2012
Externally publishedYes

Keywords

  • Continuance intention
  • Cumulative satisfaction
  • Justice
  • Mobile value-added services
  • Service quality
  • Transaction-specific satisfaction

ASJC Scopus subject areas

  • Management Information Systems
  • Information Systems
  • Developmental and Educational Psychology
  • Arts and Humanities (miscellaneous)
  • Information Systems and Management

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