The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective
| Autor: | Wen Yin Chen, Wei Ming Ou, Wei-Tsong Wang |
|---|---|
| Rok vydání: | 2019 |
| Předmět: |
Computer Networks and Communications
business.industry Computer science media_common.quotation_subject 05 social sciences Perspective (graphical) Internet privacy 02 engineering and technology Library and Information Sciences Outcome (game theory) Critical mass (sociodynamics) 020204 information systems 0502 economics and business 0202 electrical engineering electronic engineering information engineering Key (cryptography) 050211 marketing Quality (business) Continuance Mobile telephony business Mobile service Information Systems media_common |
| Zdroj: | International Journal of Information Management. 44:178-193 |
| ISSN: | 0268-4012 |
| DOI: | 10.1016/j.ijinfomgt.2018.10.011 |
| Popis: | Vendors of mobile communication applications/services (apps) aim at improve their designs to attract and retain users, and thus achieve the critical mass needed to ensure the success of their services. Despite the significant number of prior mobile service studies, few works have examined the effects of inertia and satisfaction on the users’ continuance intention with regard to specific mobile communication apps from a mobile-service-quality perspective. By integrating the mobile service quality framework, inertia, and user satisfaction, this study develops a model for interpreting the development of the continuance intention of users of mobile communication apps. Data collected from 238 users of such apps provided support for the model. The results indicated that interaction quality, environment quality, inertia, and user satisfaction are key determinants of continuance intention, while outcome quality is not. The theoretical and practical implications of this work are discussed. |
| Databáze: | OpenAIRE |
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