Understanding the consequences of information systems service quality on IS service reuse

Authors:
William J. Kettinger;Sung-Hee "Sunny" Park;Jeffery Smith
Affiliations:
Management Information Systems Department, Fogelman College of Business & Economics, University of Memphis, Memphis, TN 38152, USA;Department of Business, Kettering University, Flint, MI 48504, USA;Department of Marketing, College of Business, Florida State University, Tallahassee, FL 32306, USA
Venue:
Information and Management
Year:
2009

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Abstract

IS researchers have normally assumed that satisfaction is the key factor influencing IS customers' reuse of services; however, a focus on customer satisfaction does not always guarantee customer retention. We synthesized customer satisfaction and dissatisfaction models from prior service quality research to provide a comprehensive model predicting the behavioral intentions of customers to reuse IS services. Five research hypotheses were empirically tested by using a field study of 263 users of an IS service department. Our findings placed IS service quality in a causal network leading to IS service reuse and highlighted the relative importance that service quality value played in predicting behavioral intention to reuse the service.