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 |
Abstract:
Understanding the antecedents and consequences of customer satisfaction in the mobile communicationsmarket 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 satisfactionwere measured by multiple dimensions. A research model was developed based on this multidimensionalapproach and was empirically examined with data collected from about one thousand users ofmobile value-added services in China. Results show that all three dimensions of service quality (interactionquality, environment quality and outcome quality) have significant and positive effects on cumulative satisfactionwhile only one dimension of service quality (interaction quality) has a significant and positive effecton transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributivejustice and interactional justice) significantly influence both transaction-specific satisfaction and cumulativesatisfaction. Furthermore, both types of customer satisfaction have significant and positive effects oncontinuance intention. Implications for research and practice are discussed. |
| Keywords: |
Service quality Justice Transaction-specific satisfaction Cumulative satisfaction Continuance intention Mobile value-added services |
| Author(s): |
Ling Zhao , Yaobin Lu , Long Zhang , Patrick Y.K. Chau |
| Source: |
Decision Support Systems 52 (2012) 645–656 |
| Subject: |
مدیریت کیفیت و بهره وری |
| Category: |
مقاله مجله |
| Release Date: |
2012 |
| No of Pages: |
12 |
| Price(Tomans): |
0 |
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