The measurement of end-user computing satisfaction
MIS Quarterly
The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach
Information Systems Research
Assessment of learner satisfaction with asynchronous electronic learning systems
Information and Management
The conceptualization and empirical validation of web site user satisfaction
Information and Management
Information Systems Frontiers
A model for evaluating information center success
Journal of Management Information Systems
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
Journal of Management Information Systems
Towards an understanding of the behavioral intention to use 3G mobile value-added services
Computers in Human Behavior
User behaviors toward mobile data services: The role of perceived fee and prior experience
Expert Systems with Applications: An International Journal
A multidimensional and hierarchical model of mobile service quality
Electronic Commerce Research and Applications
Evaluation of mobile services and substantial adoption factors with Analytic Hierarchy Process (AHP)
Telecommunications Policy
Understanding the role of satisfaction in the formation of perceived switching value
Decision Support Systems
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Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality and justice on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality, justice and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach and was empirically examined with data collected from about one thousand users of mobile value-added services in China. Results show that all three dimensions of service quality (interaction quality, environment quality and outcome quality) have significant and positive effects on cumulative satisfaction while only one dimension of service quality (interaction quality) has a significant and positive effect on transaction-specific satisfaction. Besides procedural justice, the other two dimensions of justice (distributive justice and interactional justice) significantly influence both transaction-specific satisfaction and cumulative satisfaction. Furthermore, both types of customer satisfaction have significant and positive effects on continuance intention. Implications for research and practice are discussed.