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research-article

Service quality, satisfaction, stickiness, and usage intentions

Authors:

Xing ZhouAuthors Info & Claims

Computers in Human Behavior, Volume 68, Issue C

Pages 403 - 410

https://doi.org/10.1016/j.chb.2016.11.061

Published: 01 March 2017 Publication History

Abstract

WeChat is now deeply ingrained into the daily life of Chinese people. The objectives of this study are to examine the impact of service quality (interaction quality, environment quality, and outcome quality) on WeChat users' satisfaction and to assess the influence of their satisfaction and stickiness on usage intentions. Structural equation modelling was employed to analyze the data which were randomly collected from the four first-tier cities in China. The number of valid observations were 310. The main findings show that environment quality and outcome quality are two important predictors of satisfaction. Users' satisfaction has a positive effect on their stickiness to WeChat and usage intentions. Stickiness is found to positively influence users' intentions for using WeChat services. However, the impact of interaction quality on satisfaction is surprisingly not significant. The mediating role of stickiness between satisfaction and usage intentions is confirmed. The outcomes provide insights into how WeChat can improve its service quality which in turn will enhance users' satisfaction, their willingness to stick to WeChat, and their continuous usage intentions. Outcome quality is the dominant driver of WeChat users' satisfaction.Environment quality is found to have a mild effect on users' satisfaction.The impact of interaction quality on satisfaction is not significant.Satisfaction has a significant, positive effect on usage intentions.Stickiness mediates the relationship between satisfaction and usage intentions.

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Cited By

Pang HZhang K(2024)How multidimensional benefits determine cumulative satisfaction and eWOM engagement on mobile social mediaTelematics and Informatics10.1016/j.tele.2024.10217493:COnline publication date: 1-Sep-2024
https://dl.acm.org/doi/10.1016/j.tele.2024.102174
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https://dl.acm.org/doi/10.1287/isre.2022.1196
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cover image Computers in Human Behavior

Computers in Human Behavior Volume 68, Issue C

March 2017

564 pages

ISSN:0747-5632

Issue’s Table of Contents

Copyright © Elsevier Ltd.

Publisher

Elsevier Science Publishers B. V.

Netherlands

Publication History

Published: 01 March 2017

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Cited By

Pang HZhang K(2024)How multidimensional benefits determine cumulative satisfaction and eWOM engagement on mobile social mediaTelematics and Informatics10.1016/j.tele.2024.10217493:COnline publication date: 1-Sep-2024
https://dl.acm.org/doi/10.1016/j.tele.2024.102174
Chang ILiu C(2023)Are People Addicted to Social Networks?Journal of Global Information Management10.4018/JGIM.32277831:1(1-23)Online publication date: 5-May-2023
https://dl.acm.org/doi/10.4018/JGIM.322778
Chen GXiao SZhang CZhao H(2023)A Theory-Driven Deep Learning Method for Voice Chat–Based Customer Response PredictionInformation Systems Research10.1287/isre.2022.119634:4(1513-1532)Online publication date: 1-Dec-2023
https://dl.acm.org/doi/10.1287/isre.2022.1196
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Deng GFei S(2023)Exploring the factors influencing online civic engagement in a smart cityComputers in Human Behavior10.1016/j.chb.2023.107682143:COnline publication date: 1-Jun-2023
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Shen HFaklaris CJin HDabbish LHong J(2020)'I Can't Even Buy Apples If I Don't Use Mobile Pay?'Proceedings of the ACM on Human-Computer Interaction10.1145/34152414:CSCW2(1-26)Online publication date: 15-Oct-2020
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