Konferenzbeitrag
Determinants of user satisfaction and continuance intention of smartphones: Focus on interactivity perspective
The development and complexity of mobile and smart technologies continues to evolve with a greater speed, attention needs to be turned to the possibility of continuous development. It has become important to monitor users’ post-purchase behavior in order to understand their continued use of smartphones and other smart devices. This study posits interactivity as a key variable to describe customer satisfaction and continuance intention in using smartphones. We classify interactivity into five sub-dimensions: system quality, network quality, contents quality, customer support, and compatibility. The established model in this study was empirically examined through survey research. Structural equation modeling demonstrated several key findings: contents quality is the most influential factor in shaping satisfaction, followed by compatibility, system quality, and customer support. The results also showed that satisfaction has a positive effect on the continuance intention. In addition, network quality had a positive direct effect on the continuance intention. Users also exhibit significant differences in post-purchase behavior, depending on their operating systems. These results will be helpful for the practitioners to further deliver appropriate service strategies for strengthening ongoing relationship with their customers.
- Sprache
-
Englisch
- Erschienen in
-
Series: 8th Asia-Pacific Regional Conference of the International Telecommunications Society (ITS): "Convergence in the Digital Age", Taipei, Taiwan, 26th-28th June, 2011
- Klassifikation
-
Wirtschaft
- Thema
-
Interactivity
Satisfaction
Continuance Intention
Smartphone
- Ereignis
-
Geistige Schöpfung
- (wer)
-
Chang, Younghoon
Kim, Min-Kyoung
Kim, Yaeeun
Park, Myeong-Cheol
- Ereignis
-
Veröffentlichung
- (wer)
-
International Telecommunications Society (ITS)
- (wo)
-
Calgary
- (wann)
-
2011
- Handle
- Letzte Aktualisierung
-
10.03.2025, 11:44 MEZ
Datenpartner
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
Objekttyp
- Konferenzbeitrag
Beteiligte
- Chang, Younghoon
- Kim, Min-Kyoung
- Kim, Yaeeun
- Park, Myeong-Cheol
- International Telecommunications Society (ITS)
Entstanden
- 2011
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