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http://dx.doi.org/10.5392/JKCA.2015.15.10.517

Perceived Service Quality and Relationship Quality in Mobile Service Setting  

Hwang, In-Hyung (단국대학교대학원 경영학과)
Choi, Chul-Jae (단국대학교 경영학부)
Publication Information
The Journal of the Korea Contents Association / v.15, no.10, 2015 , pp. 517-534 More about this Journal
Abstract
The purpose of this study is to identifies the effects of service quality factors on satisfaction and trust, and then verifies the causal relations among satisfaction, trust, commitment and using intention in mobile service setting. A survey was conducted to collect the data with consumers who had the actual using experience about mobile services. Analysis of structural equation modeling with SPSS 20.0 and AMOS 16.0 were performed to test the research hypothesis. The result of the study as follows: First, it was found to difference in relationship between dimensions of mobile service quality and satisfaction except for the pleasure. Second, the sociality was found to significant path coefficients in relationships with trust. Third, satisfaction and trust have influence on commitment and commitment has effects on using intention, but there had no significant path coefficients between satisfaction and trust, and then both satisfaction and trust were not found to significant path coefficients in relationship with using intention. Therefore, Marketers of mobile service corporate have to give excellent service quality to consumers who have using their mobile service for increase of using intention through build up trust and commitment by consumers who satisfied.
Keywords
Mobile Service Quality; Satisfaction; Trust; Commitment; Using Intention;
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Times Cited By KSCI : 2  (Citation Analysis)
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