Key Factors Influencing Customer Satisfaction in Korea’s Mobile Service Sector

Jae Young Kim () and Hyung Seok Lee ()
Additional contact information
Jae Young Kim: Visiting Professor, School of Business, Dongguk University, Seoul, Korea
Hyung Seok Lee: Associate Professor, Faculty of Business Administration, Chungbuk National University, Cheongju, Korea

Journal of Internet Banking and Commerce, 2013, vol. 18, issue 3, 01-13

Abstract: Advances in wireless technology have expanded the existing internet environment and accelerated the rapid development of mobile service. Many previous studies were conducted on users’ needs and satisfaction prior to the expansion of the mobile service. Thus, the impact of mobile service factors on user satisfaction has important implications for both academics and practitioners. This study investigates the factors affecting user satisfaction related to mobile service. First, this study extracts key factors (antecedents and consequences) from reviewing the previous studies. Second, the study empirically examines the causal relationships among the factors. Data collected from 256 users in Korea were tested for the research model using the Visual PLS approach. The results reveal that the proposed model is significantly supported in the effect of perceived quality and self-efficacy on customer satisfaction via perceived ease of use and usefulness.

Keywords: Mobile service; Technology acceptance model; Perceived quality; Selfefficacy (search for similar items in EconPapers)
JEL-codes: L62 (search for similar items in EconPapers)
Date: 2013
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ris:joibac:0307

Access Statistics for this article

Journal of Internet Banking and Commerce is currently edited by Vijaya Lakshmi, Nahum Goldmann and Dale Pinto

More articles in Journal of Internet Banking and Commerce
Bibliographic data for series maintained by Dale Pinto ().