article

The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services

Authors:

Wei-Jaw DengAuthors Info & Claims

Computers in Human Behavior, Volume 25, Issue 4

Pages 887 - 896

Published: 01 July 2009 Publication History

Abstract

The purposes of this study are to construct an instrument to evaluate service quality of mobile value-added services and have a further discussion of the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression analysis were used to analyze the data collected from college and graduate students of 15 major universities in Taiwan. The main findings are as follows: (1) service quality positively influences both perceived value and customer satisfaction; (2) perceived value positively influences on both customer satisfaction and post-purchase intention; (3) customer satisfaction positively influences post-purchase intention; (4) service quality has an indirect positive influence on post-purchase intention through customer satisfaction or perceived value; (5) among the dimensions of service quality, ''customer service and system reliability'' is most influential on perceived value and customer satisfaction, and the influence of ''content quality'' ranks second; (6) the proposed model is proven with the effectiveness in explaining the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile added-value services.

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Cited By

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cover image Computers in Human Behavior

Computers in Human Behavior Volume 25, Issue 4

July, 2009

205 pages

ISSN:0747-5632

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Copyright © Elsevier Ltd © 2009.

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Elsevier Science Publishers B. V.

Netherlands

Publication History

Published: 01 July 2009

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Cited By

Chen GXiao SZhang CZhao H(2023)A Theory-Driven Deep Learning Method for Voice Chat–Based Customer Response PredictionInformation Systems Research10.1287/isre.2022.119634:4(1513-1532)Online publication date: 1-Dec-2023
https://dl.acm.org/doi/10.1287/isre.2022.1196
Naqvi MGuoyan SNaqvi M(2021)Measuring the Influence of Web Features in the Online Gamification EnvironmentWireless Communications & Mobile Computing10.1155/2021/32139812021Online publication date: 1-Jan-2021
https://dl.acm.org/doi/10.1155/2021/3213981
Mustafa SZhang WLi R(2021)Does environmental awareness play a role in EV adoption? A value-based adoption model analysis with SEM-ANN approachIEEE/WIC/ACM International Conference on Web Intelligence and Intelligent Agent Technology10.1145/3498851.3498992(433-440)Online publication date: 14-Dec-2021
https://dl.acm.org/doi/10.1145/3498851.3498992
Lin HChen ZWu S(2021)Influencing Factors of Users’ Intention to Purchase in the Online Used Car Market in China2021 5th International Conference on Business and Information Management10.1145/3483794.3483796(9-15)Online publication date: 26-Aug-2021
https://dl.acm.org/doi/10.1145/3483794.3483796
Kim E(2021)In-store shopping with location-based retail apps: perceived value, consumer response, and the moderating effect of flowInformation Technology and Management10.1007/s10799-021-00326-822:2(83-97)Online publication date: 1-Jun-2021
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Maqableh MJaradat MAzzam A(2021)Exploring the determinants of students’ academic performance at university level: The mediating role of internet usage continuance intentionEducation and Information Technologies10.1007/s10639-021-10453-y26:4(4003-4025)Online publication date: 1-Jul-2021
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Singh URawat KSinghla A(2021)Dynamics of e‐Governance in post COVID eraThe Electronic Journal of Information Systems in Developing Countries10.1002/isd2.1216887:4Online publication date: 2-Jul-2021
Omigie NZo HCiganek AJarupathirun S(2020)Understanding the Continuance of Mobile Financial Services in KenyaJournal of Global Information Management10.4018/JGIM.202007010328:3(36-57)Online publication date: 1-Jul-2020
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Reiting PMladenow AStrauss CKotsis G(2020)Mobile paymentProceedings of the 18th International Conference on Advances in Mobile Computing & Multimedia10.1145/3428690.3429182(84-93)Online publication date: 30-Nov-2020
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Reiting PMladenow AStrauss CKotsis Gde Castro APinto JChagas do Nascimento RFelici-Castell SSamper Zapater J(2020)Drivers and influencing factors in mobile payment acceptanceProceedings of the 10th Euro-American Conference on Telematics and Information Systems10.1145/3401895.3402073(1-5)Online publication date: 25-Nov-2020
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