Customer satisfaction and loyalty of moible services

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

doi:10.1109/ICMB.2009.27

Customer satisfaction and loyalty of moible services

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

Department of Information Systems

Research output: Chapters, Conference Papers, Creative and Literary Works › RGC 32 - Refereed conference paper (with host publication) › peer-review

2 Citations (Scopus)

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.

Original language	English
Title of host publication	2009 8th International Conference on Mobile Business
Pages	115-119
DOIs	https://doi.org/10.1109/ICMB.2009.27
Publication status	Published - 2009
Event	2009 Eighth International Conference on Mobile Business - Liaoning, China Duration: 27 Jun 2009 → 28 Jun 2009

Conference

Conference	2009 Eighth International Conference on Mobile Business
Place	China
City	Liaoning
Period	27/06/09 → 28/06/09

Research Keywords

Customer satisfaction
Customr value
Loyalty
Mobile service
Service qulity
Trust

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10.1109/ICMB.2009.27

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title = "Customer satisfaction and loyalty of moible services",

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. {\textcopyright} 2009 IEEE.",

keywords = "Customer satisfaction, Customr value, Loyalty, Mobile service, Service qulity, Trust",

author = "Zhaohua Deng and Jinlong Zhang and Ling Zhao and Yaobin Lu and Wei, {K. K.}",

year = "2009",

doi = "10.1109/ICMB.2009.27",

language = "English",

isbn = "9780769536910",

pages = "115--119",

booktitle = "2009 8th International Conference on Mobile Business",

note = "2009 Eighth International Conference on Mobile Business ; Conference date: 27-06-2009 Through 28-06-2009",

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TY - GEN

T1 - Customer satisfaction and loyalty of moible services

AU - Deng, Zhaohua

AU - Zhang, Jinlong

AU - Zhao, Ling

AU - Lu, Yaobin

AU - Wei, K. K.

PY - 2009

Y1 - 2009

N2 - 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.

AB - 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.

KW - Customer satisfaction

KW - Customr value

KW - Loyalty

KW - Mobile service

KW - Service qulity

KW - Trust

UR - http://www.scopus.com/inward/record.url?scp=70449556536&partnerID=8YFLogxK

UR - https://www.scopus.com/record/pubmetrics.uri?eid=2-s2.0-70449556536&origin=recordpage

U2 - 10.1109/ICMB.2009.27

DO - 10.1109/ICMB.2009.27

M3 - RGC 32 - Refereed conference paper (with host publication)

SN - 9780769536910

SP - 115

EP - 119

BT - 2009 8th International Conference on Mobile Business

T2 - 2009 Eighth International Conference on Mobile Business

Y2 - 27 June 2009 through 28 June 2009

ER -

Customer satisfaction and loyalty of moible services

Abstract

Conference

Research Keywords

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