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Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS)

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Abstract

SMS, being an almost instantaneous communication medium that connects people, is now a phenomenon that has grown and spread around the globe at an amazing speed. Given the current trend of SMS usage and its potential growth, this paper will provide an insight of the extent to which how service quality and the value perceived by the SMS users have an impact on their extent of the SMS usage in the post SMS adoption phase. Specifically, this article will examine how service quality of the service providers and perceived value affect customer satisfaction and how customer satisfaction will affect their behavioural intention to continue to use SMS which in turn affects the extent of SMS usage in the local context. Using partial-least-squares, an analysis was conducted based on the 150 surveys collected to test for the proposed relationships. The results showed that the tangibles, empathy and assurance dimensions of service quality are antecedents of customer satisfaction and a positive relationship exists between customer satisfaction and customers' behavioural intentions to continue to use SMS. Additionally, the positive relationship between customers' behavioural intentions to continue to use SMS and the extent of SMS usage is also significant. These results were similar to the results shown by Cronin and Taylor (1992) studies. The perceived value/customer satisfaction relationship investigated in this research was in line with Fornell et al.(1996) and Cronin et al.(2000) where perceived value was one of the determinants of customer satisfaction. Specially, the results revealed that perceived value, together with tangibles, empathy and assurance aspects of the service quality, played an important role in determining customer satisfaction for SMS. Implications of the above results for research and practice are discussed.

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Authors and Affiliations

  1. Associate Professor, Nanyang Business School, Nanyang Technological University, Nanyang Ave., Singapore, 639798

    Tung Lai Lai

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  1. Tung Lai Lai
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Lai, T.L. Service Quality and Perceived Value's Impact on Satisfaction, Intention and Usage of Short Message Service (SMS). Information Systems Frontiers 6, 353–368 (2004). https://doi.org/10.1023/B:ISFI.0000046377.32617.3d

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  • DOI: https://doi.org/10.1023/B:ISFI.0000046377.32617.3d

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