The effects of service interactivity on the satisfaction and the loyalty of smartphone users

被引:57
作者
Kim, Minkyoung [1 ]
Chang, Younghoon [2 ]
Park, Myeong-Cheol [1 ]
Lee, Jongtae [3 ]
机构
[1] Korea Adv Inst Sci & Technol, Taejon 305701, South Korea
[2] Sunway Univ, Dept Comp & Informat Syst, Subang Jaya 47500, Selangor, Malaysia
[3] POSCO Res Inst, Seoul 135878, South Korea
关键词
Interactivity; Satisfaction; Continuance Intention; Smartphone; CUSTOMER SATISFACTION; INFORMATION-TECHNOLOGY; QUALITY; ACCEPTANCE; PERCEPTIONS; COMMUNICATION; CONSEQUENCES; EXPECTATION; ADOPTION;
D O I
10.1016/j.tele.2015.05.003
中图分类号
G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];
学科分类号
1205 ; 120501 ;
摘要
Despite the spectacular growth in the use of smartphones in recent years, still deeper attention on the possibility of continuous development is needed. In this regard, it has become important to encourage smartphone users to use the service continuously. To notify the meaningful factors for the satisfaction and intention of the users in using smartphones, this study focuses on interactivity and divides the factor into 5 sub-dimensions: system quality, network quality, content quality, customer support, and compatibility. This study finds several meaningful factors by conducting a survey research: content quality is the most influential factor in shaping satisfaction, followed by compatibility, system quality, and customer support. This study also shows that satisfaction has a positive effect on the continuance intention and network quality has a positive effect on the continuance intention. In terms of operating systems, it is found that the users may exhibit noticeable differences in post adoption behavior. This study can be an important practical/academic reference to provide important hints to strengthen the relationship between the service providers and their customers. (C) 2015 Elsevier Ltd. All rights reserved.
引用
收藏
页码:949 / 960
页数:12
相关论文
共 66 条
[41]  
Minhee Chae, 2002, Electronic Markets, V12, P38, DOI 10.1080/101967802753433254
[42]   NIGHTLY-AT-NBC.COM - AUDIENCE SCOPE AND THE PERCEPTION OF INTERACTIVITY IN VIEWER MAIL ON THE INTERNET [J].
NEWHAGEN, JE ;
CORDES, JW ;
LEVY, MR .
JOURNAL OF COMMUNICATION, 1995, 45 (03) :164-175
[43]  
Nunnally J.C., 1994, Psychometric theory, V3, P248, DOI DOI 10.2307/1161962
[44]  
Oliver R.L., 1997, SATISFACTION BEHAV P
[46]   The effects of information sharing and interactivity on the intention to use social networking websites [J].
Pai, Fan-Yun ;
Yeh, Tsu-Ming .
QUALITY & QUANTITY, 2014, 48 (04) :2191-2207
[47]  
PARASURAMAN A, 1988, J RETAILING, V64, P12
[48]   A CONCEPTUAL-MODEL OF SERVICE QUALITY AND ITS IMPLICATIONS FOR FUTURE-RESEARCH [J].
PARASURAMAN, A ;
ZEITHAML, VA ;
BERRY, LL .
JOURNAL OF MARKETING, 1985, 49 (04) :41-50
[49]  
Park Inkon, 2010, [Journal of Communication Science, 언론과학연구], V10, P192
[50]   Acceptance and adoption of the innovative use of smartphone [J].
Park, Yangil ;
Chen, Jengchung V. .
INDUSTRIAL MANAGEMENT & DATA SYSTEMS, 2007, 107 (09) :1349-1365