Issues and opinion on structural equation modeling
MIS Quarterly
Understanding e-learning continuance intention: An extension of the Technology Acceptance Model
International Journal of Human-Computer Studies
International Journal of Mobile Communications
Assessing network service profitability: modeling from market science perspective
IEEE/ACM Transactions on Networking (TON)
Intentions to use social media in organizing and taking vacation trips
Computers in Human Behavior
Determinants of self-report and system-captured measures of mobile Internet use intensity
Information Systems Frontiers
International Journal of Information Management: The Journal for Information Professionals
To use or not to use: understanding the factors affecting continuance intention of mobile banking
International Journal of Mobile Communications
Adoption of Short Messaging Service SMS in Malaysia
International Journal of Technology Diffusion
Do all people enjoy the benefits from technology innovation?
HCI'13 Proceedings of the 15th international conference on Human-Computer Interaction: users and contexts of use - Volume Part III
Hi-index | 0.00 |
SMS, being an almost instantaneous communication medium that connects people, is now a phenomenon that has grown and spread around the globe at an amazing speed. Given the current trend of SMS usage and its potential growth, this paper will provide an insight of the extent to which how service quality and the value perceived by the SMS users have an impact on their extent of the SMS usage in the post SMS adoption phase. Specifically, this article will examine how service quality of the service providers and perceived value affect customer satisfaction and how customer satisfaction will affect their behavioural intention to continue to use SMS which in turn affects the extent of SMS usage in the local context. Using partial-least-squares, an analysis was conducted based on the 150 surveys collected to test for the proposed relationships. The results showed that the tangibles, empathy and assurance dimensions of service quality are antecedents of customer satisfaction and a positive relationship exists between customer satisfaction and customers' behavioural intentions to continue to use SMS. Additionally, the positive relationship between customers' behavioural intentions to continue to use SMS and the extent of SMS usage is also significant. These results were similar to the results shown by Cronin and Taylor (1992) studies. The perceived value/customer satisfaction relationship investigated in this research was in line with Fornell et al.(1996) and Cronin et al.(2000) where perceived value was one of the determinants of customer satisfaction. Specially, the results revealed that perceived value, together with tangibles, empathy and assurance aspects of the service quality, played an important role in determining customer satisfaction for SMS. Implications of the above results for research and practice are discussed.