The intention of continued web-enabled phone service usage: A quality perspective

Operations Management Research - Tập 5 - Trang 14-24 - 2012
Kwabena G. Boakye1, Victor R. Prybutok1, Sherry D. Ryan1
1Department of Information and Technology and Decision Sciences, College of Business, University of North Texas, Denton, USA

Tóm tắt

The cell phone industry is in a unique position that lies in the intersection of high technology and service industry. There is exponential growth in the mobile phone service market with new innovation and modern technology serving as the catalyst to this growth. The aim of this study is to provide insight into the importance of quality attributes to behavioral intentions. In this work we posit a research model based on the quality literature. The proposed model is compared with the predictive level of the Technology Acceptance Model (TAM). Using Partial Least Squares (PLS) our findings suggest that, as hypothesized, perceived service quality and perceived satisfaction in web access quality are essential in consumers’ intent of continued service usage (ICU). Also, our parsimonious model is a more highly predictive model than TAM in explaining an internet-enabled mobile phone user’s continued service usage intention.

Tài liệu tham khảo

Ajzen I (1991) The theory of planned behavior. Organ Behav Hum Decis Process 50:179–211 Ajzen I (2002) Perceived behavioral control, self-efficacy, locus of control, and the theory of planned behavior. J Appl Soc Psychol 32:665–683 Ajzen I, Fishbein M (1980) Understanding attitudes and predicting social behavior. Prentice-Hall, New Jersey Al-Gahtani S, King M (1999) Attitudes, satisfaction and usage: factors contributing to each in the acceptance of information technology. Behav Inform Tech 18:277–297 Anderson EW, Fornell C, Lehmann DR (1994) Consumer satisfaction, market share, and profitability: findings from sweden. J Market 58:53 Barclay DW, Higgins CA, Thompson R (1995) The partial least square approach to causal modeling, personal computer adoption and use as an illustration. Tech Stud 2:285–309 Bearden WO, Teel JE (1983) Selected determinants of consumer satisfaction and complaint reports. J Market Res 20:21–28 Beerli A, Martín JD, Quintana A (2004) A model of consumer loyalty in the retail banking market. Eur J Market 38:253–275 Berry LL (1980) Service marketing is different. Business 30:24–28 Bhattacherjee A (2001) Understanding information systems continuance: an expectation-confirmation model. MIS Quarterly 25:351–370 Boulding W, Kalra A, Staelin R, Zeithaml VA (1993) A dynamic process model of service quality: from expectations to behavioral intentions. J Market Res 30:7–27 Buzzell R, Gale B (1987) The pims principles: linking strategy to performance. Free Press, New York Cai S (2009) The importance of consumer focus for organizational performance: a study of chinese companies. Int J Qual Reliab Manag 26:369–379 Cardozo RN (1965) An experimental study of consumer effort, expectation, and satisfaction. J Market Res 2:244–249 Chau PY, Hu PJ (2002) Investigating healthcare professionals’ decisions to accept telemedicine technology: an empirical test of competing theories. Inform Manag 39:297–311 Chordas L (2001) A new generation in the cross hairs. Best’s Rev 101:49 Churchill GA Jr, Surprenant C (1982) An investigation into the determinants of consumer satisfaction. J Market Res 19:491–504 Cronin JJ Jr, Taylor SA (1992) Measuring service quality: a reexamination and extension. J Market 56:55–68 Cronin JJ Jr, Brady MK, Hult GT (2000) Assessing the effects of quality, value, and consumer satisfaction on consumer behavioral intentions in service environments. J Retail 76:193 Cyr D, Hassanein K, Head M, Ivanov A (2007) The role of social presence in establishing loyalty in e-service environments. Interact Comput 19:43–56 Davis FD (1989) Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 13:319–340 Davis FD, Bagozzi RP, Warshaw PR (1989) User acceptance of computer technology: a comparison of two theoretical models. Manag Sci 35:982–1003 Dishaw MT, Strong DM (1998) Assessing software maintenance tool utilization using task technology fit and fitness-for-use models. J Software Mainten 10:151–180 Fabrigar LR, Wegener DT, MacCallum RC, Strahan EJ (1999) Evaluating the use of exploratory factor analysis in psychological research. Psychol Methods 4:272–299 Firoiu V, Le Boudec J, Towsley D, Zhang Z (2002) Theories and models for internet quality of service. Proc—IEEE 90:1565–1591 Fornell C, Bookstein FL (1982) Two structural equation models:lisrel and pls applied to consumer exit-voice theory. J Market Res 19:440–452 Fornell C, Larcker DF (1981) Evaluating structural equation models with unobservable variables and measurement error. J Market Res 18:39–50 Fornell C, Johnson MD, Anderson EW, Cha J, Bryant BE (1996) The american consumer satisfaction index: nature, purpose, and findings. J Market 60:7–18 Fournier S, Mick DG (1999) Rediscovering satisfaction. J Market 63:5–23 Gefen D, Straub DW (1997) Gender differences in the perception and use of e-mail: an extension to the technology acceptance model. MIS Quarterly 21:389–400 Gewald H, Dibbern J (2009) Risks and benefits of business process outsourcing: a study of transaction services in the German banking industry. Inform Manag 46:249–257 Goode M, Moutinho L (1996) The effect of consumers age on overall satisfaction: a application to financial services. J Prof Serv Mark 13:93–112 Goodhue D, Lewis W, Thompson R (2006) PLS, small sample size, and statistical power in MIS research. Proceedings of the 39th Annu Hawaii Int Conf on Syst Sci Jan 4–7 p. 202b Götz O, Liehr-Gobbers K, Krafft M (2009) Evaluation of structural equation models using the partial least squares (PLS) approach. In: Esposito V, Chin WW, Henseler J, Wang H (eds) Handbook of partial least squares: concepts, methods, and applications. Springer, Berlin Gozdecki J, Jajszezyk A, Stankiewiez R (2003) Quality of service terminology in IP networks. IEEE Comm Mag 41:153–159 Gronröos C (1983) Strategic management and marketing in the service sector. Helsinfors, Sweden Hair JF, Anderson RE, Tatham RL, Black WC (1998) Multivariate data analysis with readings, 4th edn. Englewood Cliffs, Prentice Hall Hair JF, Sarstedt M, Ringle CM, Mena JA (2011) An assessment of the use of partial least squares structural equation modeling in marketing research. J Acad Market Sci. doi:10.1007/s11747-011-0261-6 Hansen GS, Wernerfelt B (1989) Determinants of firm performance: the relative importance of economic and organizational factors. Strat Manag J 10:399–411 Haque A, Rahman S, Rahman M (2010) Factors determinants the choice of mobile service providers: structural equation modeling approach on bangladeshi consumers. Bus Econ Res J 1:17–34 Harman HH (1976) Modern factor analysis, 3rd edn. University of Chicago Press, Chicago Hellier PK, Geursen GM, Carr RA, Rickard JA (2003) Consumer repurchase intention: a general structural equation model. Eur J Market 37:1762–1800 Hong S, Tam KY (2006) Understanding the adoption of multipurpose information appliances: the case of mobile data services. Inform Syst Res 17:162–179 Horton RP, Buck T, Waterson PE, Clegg CW (2001) Explaining intranet use with the technology acceptance model. J Inform Tech 16:237 Hur Y, Yong JK, Claussen CL (2011) Acceptance of sports websites: a conceptual model. Int J Sports Mark Spons 12:209–224 Hwang H, Malhotra NK, Kim Y, Tomiuk MA, Hong S (2010) A comparative study on parameter recovery of three approaches to structural equation modeling. J Market Res 47:699–712 Jayanti R, Jackson A (1991) Service satisfaction; an exploratory investigation of three models. Adv Consum Res 18:603–610 Jones TO, Sasser WE Jr (1995) Why satisfied consumers defect. Harvard Bus Rev 73:88–91 Jöreskog KG, Wold H (1982) The ML and PLS techniques for modeling with latent variables: historical and comparative aspects. In: Jöreskog KG, Wold H (eds) Systems under indirect observation, part 1. North-Holland, Amsterdam, pp 263–270 Keaveney SM (1995) Consumer switching behavior in service industries: an exploratory study. J Market 59:71 Kim S, Garrison G (2009) Investigating mobile wireless technology adoption: an extension of the technology acceptance model. Inform Syst Front 11:323–333 Kim J, Lee J, Han K, Lee M (2002) Businesses as buildings: metrics for the architectural quality of internet businesses. Inform Syst Res 13:239–254 Kline RB (1998) Principles and practice of structural equation modeling. The Guilford Press, New York Lee MC (2009) Factors influencing the adoption of internet banking: an integration of TAM and TPB with perceived risk and perceived benefit. Electron Commerce Res Appl 8:130–141 Lohmöller JB (1989) Latent variable path modelling with partial least squares. Physica Verlag, Heidelberg, Germany Lovelock CH (1980) Towards a classification of services. In: Lamb CW, Dunne PM (eds) Theoritical developments in marketing. American Mark, Chicago, pp 72–76 Lynch JG Jr (1999) Theory and external validity. J Acad Market Sci 27:367–376 Martensen A (2007) Tween’s satisfaction and brand loyalty in the mobile phone market. Young Consum 8:106–116 Mathieson K (1991) Predicting user information: comparing the technology acceptance model with theory of planned behavior. Inform Syst Res 2:173–191 Mathieson K, Peacock E, Chin WW (2001) Extending the technology acceptance model: the influence of perceived user resources. Database Adv Inform Syst 32:86–112 McDougall GHG, Levesque T (2000) Consumer satisfaction with services: putting perceived value into the equation. J Serv Mark 14:392 Melody WH (1997) Policy objectives and models of regulation. In: Telecom reform: principles, policies and regulatory practices. Den Private Ingeniorfond, Lyngby DK, pp 13–28 Meuter ML, Ostrom AL, Roundtree RI, Bitner MJ (2000) Self-service technologies: understanding consumer satisfaction with technology-based service encounters. J Market 64:50–64 Nunnally JC (1978) Psychometric theory, 3rd edn. McGraw-Hill, New York Oliver RL (1977) Effect of expectation and disconfirmation on post exposure product evaluations: an alternative interpretation. J Appl Psychol 62:480–486 Oliver TA, Oliver RL, MacMillan IC (1992) A catastrophe model for developing service satisfaction strategies. J Market 56:83–95 Olsen SO (2002) Comparative evaluation and the relationship between quality, satisfaction, and repurchase loyalty. J Acad Market Sci 30:240–249 Parasuraman A, Zeithaml VA, Berry LL (1985) A conceptual model of service quality and its implications for future research. J Market 49:41–50 Parasuraman A, Zeithaml VA, Berry LL (1988) Servqual: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 64:12–40 Patterson PG (1993) Expectations and product performance as determinants of satisfaction for a high-involvement purchase. Psychol Market 10:449–465 Patterson PG, Johnson LW, Spreng RA (1997) Modeling the determinants of consumer satisfaction for business-to-business professional services. J Acad Market Sci 25:4–17 Podsakoff PM, MacKenzie SB, Lee JY, Podsakoff NP (2003) Common method biases in behavioral research: a critical review of the literature and recommended remedies. J Appl Psychol 88:879–903 Reinartz WJ, Thomas JS, Kumar V (2005) Balancing acquisition and retention resources to maximize consumer profitability. J Market 69:63–79 Reinartz WJ, Haenlein M, Henseler J (2009) An empirical comparison of the efficacy of covariance-based and variance-based SEM. Int J Market Res 26:332–344 Russell JA (2003) Core affect and the psychological construction of emotion. Psychol Rev 110:145–172 Rust RT, Oliver RL (1994) Service quality: insights and managerial implication from the frontier. In: Rust RT, Oliver RL (eds) Service quality: new directions in theory and practice. Sage, London, pp 1–19 Seffah A, Forbig P, Javahery H (2004) Multi-devices “multiple” user interfaces: development models and research opportunities. J Syst Softw 73:287–300 Selnes F (1993) An examination of the effect of product performance on brand reputation, satisfaction and loyalty. Eur J Market 27:19–35 Selnes F (1998) Antecedents and consequences of trust and satisfaction in buyer-seller relationships. Eur J Market 32:305 Sharma N, Ojha S (2004) Measuring service performance in mobile communications. Serv Indust J 24:109–128 Shin DH (2009) Towards an understanding of the consumer acceptance of mobile wallet. Comput Hum Behav 25:1343–1354 Siegel D (2004) The great tween buying machine. Sales Serv Excell 4:4 Söderlund M (1998) Consumer satisfaction and its consequences on consumer behaviour revisited: the impact of different levels of satisfaction on word-of-mouth, feedback to the supplier and loyalty. Int J Serv Ind Manag 9:169–188 Spreng RA, MacKenzie SB, Olshavsky RW (1996) A reexamination of the determinants of consumer satisfaction. J Market 60:15–32 Steinmetz R, Nahrstedt K (1995) Multimedia: computing communications & applications. Prentice Hall, New Jersey Taylor SA, Baker TL (1994) An assessment of the relationship between service quality and consumer satisfaction. J Retail 70:163 Taylor S, Todd PA (1995) Understanding information technology usage: a test of competing models. Inform Syst Res 6:144–176 Teo TSH, Pok SH (2003) Adoption of wap-enabled mobile phones among internet users. Omega 31:483 Teo T, Van Schaik P (2009) Understanding technology acceptance in pre-service teachers: a structural-equation modeling approach. Asia-Pac Educ Res 18:47–66 Thore S, Phillips F, Ruefli TW, Yue P (1996) DEA and the management of the product cycle: the U.S. computer industry. Comput Oper Res 23:341–356 Triandis HC (1980) Values, attitudes, and interpersonal behavior. Nebr Symp Motiv 27:95–259 Tse DK, Wilton PC (1988) Models of consumer satisfaction formation: an extension. J Market Res 25:204–212 Ulaga W, Chacour S (2001) Measuring consumer-perceived value in business markets. Ind Market Manag 30:525–540 Usoro A, Shoyelu S, Koufie M (2010) Task-technology fit and technology acceptance models applicability to e-tourism. J Econ Dev, Manag, IT, Financ, & Mark 2:1–32 Venkatesh V, Davis FD (1996) A model of the antecedents of perceived ease of use: development and test. Decis Sci 27:451–481 Venkatesh V, Morris MG, Davis GB, Davis FD (2003) User acceptance of information technology: toward a unified view. MIS Quarterly 27:425–478 Vijayasarathy LR (2004) Predicting consumer intentions to use on-line shopping: the case for an augmented technology acceptance model. Inform Manag 41:747–762 Wong A, Sohal AS (2006) Understanding the quality of relationships in consumer services: a study in a retail environment. Int J Qual Reliab Manag 23:244–264 Zeithaml VA, Parasuraman A, Berry LL (1990) Delivering quality service: balancing consumer perceptions and expectations. Free Press, New York Zeithaml VA, Berry LL, Parasuraman A (1996) The behavioral consequences of service quality. J Market 60:31–46 Zhang X, Prybutok V (2004) An empirical study of online shopping: a service perspective. Int J Serv Technol Manag 5:1–13 Zhang X, Prybutok V (2005) A consumer perspective of e-service quality. IEEE Trans Eng Manag 52:461–477