Customer Satisfaction and Loyalty of Mobile Services

Customer Satisfaction and Loyalty of Mobile Services

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 st...

Ausführliche Beschreibung

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Bibliographische Detailangaben
Hauptverfasser: Zhaohua Deng, Jinlong Zhang, Ling Zhao, Yaobin Lu, Wei, K.K.
Format: Tagungsbericht
Sprache:eng
Schlagworte:
Business
Conference management
Context-aware services
Costs
Customer satisfaction
customer value
Information systems
loyalty
Message service
Mobile handsets
mobile service
service quality
Technology management
Telecommunication computing
trust
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Beschreibung
Zusammenfassung: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.
ISSN:1935-4908
2576-9413
DOI:10.1109/ICMB.2009.27