Customer satisfaction and loyalty of moible services
Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45) › 32_Refereed conference paper (with host publication) › peer-review
Author(s)
Related Research Unit(s)
Detail(s)
| Original language | English |
|---|---|
| Title of host publication | 2009 8th International Conference on Mobile Business |
| Pages | 115-119 |
| Publication status | Published - 2009 |
Conference
| Title | 2009 Eighth International Conference on Mobile Business |
|---|---|
| Place | China |
| City | Liaoning |
| Period | 27 - 28 June 2009 |
Link(s)
Abstract
With the rapid development of mobile technology and users' 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. © 2009 IEEE.
Research Area(s)
- Customer satisfaction, Customr value, Loyalty, Mobile service, Service qulity, Trust
Citation Format(s)
Customer satisfaction and loyalty of moible services. / Deng, Zhaohua; Zhang, Jinlong; Zhao, Ling et al.
2009 8th International Conference on Mobile Business. 2009. p. 115-119 5169244.
2009 8th International Conference on Mobile Business. 2009. p. 115-119 5169244.
Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45) › 32_Refereed conference paper (with host publication) › peer-review
