Customer Satisfaction
Decision Support Systems 52 (2012) 645–656
Contents lists available at SciVerse ScienceDirect
Decision Support Systems journal homepage: www.elsevier.com/locate/dss
Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model
Ling Zhao a, Yaobin Lu a,⁎, Long Zhang a,⁎, Patrick Y.K. Chau b a b
School of Management, Huazhong University of Sci. and Tec. Wuhan 430074, China School of Business, The University of Hong Kong, Hong Kong, China
a r t i c l e
i n f o
a b s t r a c t
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. © 2011 Elsevier B.V. All rights reserved.
Article history: Received 23 September 2010 Received in revised form 7
Contents lists available at SciVerse ScienceDirect
Decision Support Systems journal homepage: www.elsevier.com/locate/dss
Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model
Ling Zhao a, Yaobin Lu a,⁎, Long Zhang a,⁎, Patrick Y.K. Chau b a b
School of Management, Huazhong University of Sci. and Tec. Wuhan 430074, China School of Business, The University of Hong Kong, Hong Kong, China
a r t i c l e
i n f o
a b s t r a c t
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. © 2011 Elsevier B.V. All rights reserved.
Article history: Received 23 September 2010 Received in revised form 7