Constructing an empirically derived measure for customer contact
Management Science
Extending the TAM for a World-Wide-Web context
Information and Management
Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior
Information Systems Research
The role of trust in e-commerce relational exchange: A unified model
Information and Management
Integrating perceived playfulness into expectation-confirmation model for web portal context
Information and Management
An examination of the determinants of customer loyalty in mobile commerce contexts
Information and Management
Validating instruments in MIS research
MIS Quarterly
The roles of habit and web site quality in e-commerce
International Journal of Information Management: The Journal for Information Professionals
Mapping the reasons for resistance to Internet banking: A means-end approach
International Journal of Information Management: The Journal for Information Professionals
Factors influencing intention to use e-government services among citizens in Malaysia
International Journal of Information Management: The Journal for Information Professionals
Computers in Human Behavior
Understanding continuance usage of mobile services
International Journal of Mobile Communications
An empirical examination of continuance intention of mobile payment services
Decision Support Systems
Examining continuous usage of location-based services from the perspective of perceived justice
Information Systems Frontiers
Para-social relationships and continuous use of mobile devices
International Journal of Mobile Communications
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Because the cost of attracting new customers is much higher than the cost of retaining old customers, keeping customers loyal is a crucial issue for service firms. This research explores how relationship quality and switching barriers influence customer loyalty. Relationship quality consists of two aspects: satisfaction and trust. Antecedents of satisfaction and trust are explored. To test the proposed research model, a survey research methodology was used. Paper survey was distributed to mobile phone users in Taiwan. A total of 311 valid questionnaires were returned. Structural equation modeling was used to test hypotheses. Satisfaction, trust, and switching barriers have positive effects on loyalty. In terms of antecedents, it was found that playfulness and service quality impact satisfaction while service quality and intimacy affect trust. From a managerial perspective, this research suggests that practitioner should not only keep improving service quality, but also provide playfulness to ensure customer satisfaction. Service providers should also build relationship quality and switching barriers to reduce the possibility of defection and enhance customer loyalty.