Investigation the Relationship among Mobile Value-added Services Quality, Customer Satisfaction and the Continuance Intention:Case Study, Hamrah Aval Operator

سال انتشار: 1392
نوع سند: مقاله کنفرانسی
زبان: انگلیسی
مشاهده: 2,057

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شناسه ملی سند علمی:

ECDC07_033

تاریخ نمایه سازی: 9 تیر 1392

چکیده مقاله:

Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important. This study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services. Service quality and customer satisfaction were measured by multiple dimensions. A research model was developed based on this multidimensional approach andwas empirically examined with data collected from about one 237 users of mobile value-added services in Tehran university. Results show that all two dimensions of service quality (interaction quality and outcome quality) and perceived value have significant and positiveeffects on customer satisfaction while only one dimension of service quality (environment quality) and trust have no effect on customer satisfaction

نویسندگان

Azarnoosh Ansari

Assistant Professor, Faculty of Administrative Sciences Economics, University of Isfahan

Azadeh Kheirabadi

Master Student of (MBA-marketing), Isfahan University

Shermineh Ghalamkari

PhD. Student of Shakhes Pajouh Institute,Isfahan

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