Understanding customer satisfaction and loyalty : An empirical study of mobile instant messages in China

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalpeer-review

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  • Zhaohua Deng
  • Yaobin Lu
  • Kwok Kee Wei
  • Jinlong Zhang

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Original languageEnglish
Pages (from-to)289-300
Journal / PublicationInternational Journal of Information Management
Issue number4
Publication statusPublished - Aug 2010


With the rapid development of mobile technology and large usage rates of mobile phones, mobile instant message (MIM) services have been widely adopted in China. Although previous studies on the adoption of mobile services are quite extensive, few focus on customer satisfaction and loyalty to MIM in China. In this study, we examine the determinants of customer satisfaction and loyalty. The findings confirm that trust, perceived service quality, perceived customer value, including functional value and emotional value, contribute to generating customer satisfaction with MIM. The results also show that trust, customer satisfaction and switching cost directly enhance customer loyalty. Additionally, this study finds that age, gender, and usage time have moderating effects. Finally, implications for the marketing of MIM are discussed. © 2009 Elsevier Ltd. All rights reserved.

Research Area(s)

  • Customer loyalty, Customer satisfaction, Mobile instant message, Perceived customer value, Perceived service quality, Switching cost, Trust

Citation Format(s)