Customer Satisfaction and Loyalty of Mobile Services

Author

Deng, Zhaohua ; Zhang, Jinlong ; Zhao, Ling ; Lu, Yaobin ; Wei, K.K.

Author_Institution

Sch. of Manage., Huazhong Univ. of Sci. & Technol., Wuhan, China

fYear

2009

fDate

27-28 June 2009

Firstpage

115

Lastpage

119

Abstract

With the rapid development of mobile technology and userspsila wide adoption of mobile phones, mobile services have been a huge success in China. Even though the literature on the adoption of mobile services is quite extensive, few studies focus on customer satisfaction and loyalty in China. This study investigated the impact of perceived customer value, perceived service quality, and trust on customer satisfaction, and the influence of satisfaction and perceived switching cost on customer loyalty. The research results can give some implications on mobile instant message development strategies in China.

Keywords

customer satisfaction; electronic messaging; mobile computing; customer loyalty; customer satisfaction trust; mobile instant message; mobile phones; mobile services; mobile technology; perceived customer value; perceived service quality; rapid development; Business; Conference management; Context-aware services; Costs; Customer satisfaction; Information systems; Message service; Mobile handsets; Technology management; Telecommunication computing; customer satisfaction; customer value; loyalty; mobile service; service quality; trust;

fLanguage

English

Publisher

ieee

Conference_Titel

Mobile Business, 2009. ICMB 2009. Eighth International Conference on

Conference_Location

Dalian

Print_ISBN

978-0-7695-3691-0

Type

conf

DOI

10.1109/ICMB.2009.27

Filename

5169244