Antecedents of user satisfaction in the context of mobile data services: the moderating role of variety and rate of usage

  • Authors:

  • Yong Sauk Hau;Geonha Kim;Byoungsoo Kim

  • Affiliations:

  • Industry & Strategy Department I, Samsung Economic Research Institute, 29th Fl, Samsung Life Insurance Seocho Tower, 1321-15, Seocho 2-dong, Seocho-gu, Seoul 137955, South Korea.;Department of Business Administration, College of Business Administration, Myongji University, 50-3 Namgajwa, Sodaemun, Seoul 120728, South Korea.;Department of Business Administration, College of Social Sciences, Seoul Women's University, 621 Hwarangro, Nowon-Gu, Seoul 139774, South Korea

  • Venue:
  • International Journal of Mobile Communications
  • Year:
  • 2012

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Abstract

Given the rapid growth and large investment in Mobile Data Services (MDS), it is important to examine how to enhance satisfaction with MDS (M-satisfaction). This paper develops an integrated model to understand the antecedents of M-satisfaction through constructs prescribed by two established research streams on Information System (IS) success, namely user satisfaction and Information Technology (IT) motivation. This study also investigates some significant differences in the level of determinants and their influence on M-satisfaction in terms of variety and rate of MDS use. The research model was tested using survey data collected from 747 users who have experience with MDS. The analysis results show that the proposed model provides a significant explanation of the variance of M-satisfaction, indicating that the unified perspective that it provides helps enhance our knowledge of how to enhance M-satisfaction. Moreover, the results clarify the moderating roles played by variety and rate of MDS use in M-satisfaction. This study should help MDS researchers and practitioners to understand user behaviour in MDS better.