Assessing the Effects of Mobile Service Quality on Customer Satisfaction and the Continued Usage Intention of Mobile Service: A Study of Non-gaming Mobile Apps

摘要

Research indicates that one of the key drivers of the development of m-commerce is the provision of various types of high-quality mobile applications/ services (apps). Business managers have thus been devoting themselves into not only attracting new customers but also retaining existing customers. Despite the considerable amount of studies on mobile apps, there are few studies that specifically investigate the effects of mobile-service-related quality factors on m-commerce consumers' continuance intention regarding specific mobile apps. This study thus develops a research model that describe the relationships among mobile-service-quality factors (interaction quality, environment quality, and outcome quality), customer satisfaction, and the mobile-apps users' continuance intention. The proposed research model was empirically validated using data collected from the users of mobile apps in Taiwan. The research results indicate that the three quality factors were key determinants of customer satisfaction and continuance intention. Theoretical and practical implications are subsequently discussed.