Analyzing Mobile Instant Messaging User Satisfaction And Loyalty: An Integrated Perspective
نویسندگان
چکیده
Mobile instant messaging (mobile IM) is a cutting edge technology of the P2P communication. The prevalence of the mobile IM boosts the research of the perceived satisfaction and loyalty towards mobile IM long-term usage. In the era of 4G, individuals use mobile IM to communicate with their friends in every-day life. However, prior studies neglected a holistic view of users’ roles and then yielded insufficient explanation about the usage satisfaction of mobile IM. Based on the integrated users’ role framework, this research-in-progress explores the determinants of mobile IM satisfaction and loyalty with the consideration of the triangulation perspective of users’ multiple roles: the technology user role, the service consumer role, and the network member role. To this end, a survey is designed to collect data from mobile IM users. The data analysis results will validate the proposed hypotheses.
منابع مشابه
Understanding the Key Drivers in User Loyalty Toward Mobile Data Services
Given the rapid growth and large investments in mobile data services (MDS), it has become important to examine how to enhance satisfaction with MDS (M-satisfaction) and how to build loyalty toward MDS (M-loyalty). This paper develops an integrated model to deeply understand the antecedents of M-loyalty through constructs prescribed by two established research streams on information system (IS) ...
متن کاملUnderstanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China
With the rapid development ofmobile technology and large usage rates ofmobile phones, mobile instant message (MIM) services have been widely adopted in China. Although previous studies on the adoption of mobile services are quite extensive, few focus on customer satisfaction and loyalty to MIM in China. In this study, we examine the determinants of customer satisfaction and loyalty. The finding...
متن کاملThe Effects of Interactivity Constructs on Customer Loyalty in Mobile Environments
Mobile environments are becoming one of the major interests for the marketing researchers and discovering a way to perform effective marketing activities in such environments is a priority task for many business organizations as we are entering an "always-on" society where people can interact "anytime" and "anywhere". Interest in the concept of "interactivity" has emerged in online environments...
متن کاملExploring the Potential of a Mobile Messaging Application for Self-Initiated Language Learning
With the rapid expansion of deploying mobile instant messaging applications such as Telegram for the purpose of language learning, it is quite apparent that language research in this regard is lagging behind the trend. This study addressed the matter by exploring how language learners utilize a Telegram group for the purpose of language learning. In this regard, the activities of a Telegram lan...
متن کاملDoes adoption mean the same to every user? A study of active and passive usage of mobile instant messaging applications
This research-in-progress paper studies the active and passive usage of mobile instant messaging (MIM) applications. Grounded on two-factor theory and three-factor theory, we propose the features of MIM applications influence the active/passive usage of MIM applications through users’ satisfaction and dissatisfaction. The proposed features are categorized into three factors: exciting factors wh...
متن کامل