The effects of product attributes and service quality of transportation card solutions on service user’s continuance and word-of-mouth intention

Minseok Choi (), Kyeongseok Han () and Jeongil Choi ()

Service Business, 2015, vol. 9, issue 3, 463-490

Abstract: Product attributes are an inherent quality considered as an essential factor for consumers’ purchasing intention for product. Despite the increase of consumer interest in the continuous used of a product, there is relative little empirical research on product attributes. This study aims to test the effects of product attributes and service quality of transportation card solutions on service user’s continued use and word-of-mouth intention by expanding the expectation-confirmation model. The model presented in this study conducts a path analysis based on the data from 580 survey respondents in Seoul, Korea who had experience using transportation card terminals. The results showed that product attributes had a negative (−) effect on the perceived ease of use and confirmation, whereas service quality had a positive (+) effect on both. Additionally, perceived ease of use and confirmation were found to have a positive impact on continued use. The model presented in this study offers practical implications for countries trying to adopt transportation card solutions. Copyright Springer-Verlag Berlin Heidelberg 2015

Keywords: Expectation-confirmation model; Product attributes; Service quality; Transportation card solutions; Word-of-mouth (search for similar items in EconPapers)
Date: 2015
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DOI: 10.1007/s11628-014-0235-0

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