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Customer Satisfaction and Loyalty of Mobile Services

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5 Author(s)
Zhaohua Deng ; Sch. of Manage., Huazhong Univ. of Sci. & Technol., Wuhan, China ; Jinlong Zhang ; Ling Zhao ; Yaobin Lu
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With the rapid development of mobile technology and userspsila wide adoption of mobile phones, mobile services have been a huge success in China. Even though the literature on the adoption of mobile services is quite extensive, few studies focus on customer satisfaction and loyalty in China. This study investigated the impact of perceived customer value, perceived service quality, and trust on customer satisfaction, and the influence of satisfaction and perceived switching cost on customer loyalty. The research results can give some implications on mobile instant message development strategies in China.

Published in:

Mobile Business, 2009. ICMB 2009. Eighth International Conference on

Date of Conference:

27-28 June 2009