Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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The Effects of the Service Quality of Smartphone Applications on User Satisfaction and Loyalty

스마트폰 애플리케이션의 서비스품질이 사용자 만족도 및 충성도에 미치는 영향

  • Jung, Wonjin (School of Business Administration, Dankook University) ;
  • Lee, Ki-Kwang (School of Business Administration, Dankook University)
  • Received : 2013.08.12
  • Accepted : 2013.09.15
  • Published : 2013.09.30
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Abstract

Recently, the number of smartphone users has skyrocketed because of a plenty of useful services that smartphone applications provide. In the Information Systems (IS) literature, however, there has been little understanding about the effects of the service quality of smatphone applications on user satisfaction and loyalty. Thereby, this study examined 1) the effects of the service quality of smartphone applications on users beliefs, perceived usefulness and easiness and 2) the effects of the user beliefs as mediating variables on users' attitude, satisfaction, and loyalty. A survey was conducted and SEM was employed to analyze the data. The results showed that the service quality of smartphone applications affect users' attitude, satisfaction, and loyalty through the mediating variables.

Keywords

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