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

  • Authors:

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

  • Affiliations:

  • School of Management, Huazhong University of Science and Technology, 1037 Luoyu Road, Hongshan District, Wuhan, China;School of Management, Huazhong University of Science and Technology, 1037 Luoyu Road, Hongshan District, Wuhan, China;Department of Information Systems, City University of Hong Kong, Kowloon, Hong Kong;School of Management, Huazhong University of Science and Technology, 1037 Luoyu Road, Hongshan District, Wuhan, China

  • Venue:
  • International Journal of Information Management: The Journal for Information Professionals
  • Year:
  • 2010

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Abstract

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.