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

Tung Lai Lai ()
Additional contact information
Tung Lai Lai: Nanyang Business School, Nanyang Technological University

Information Systems Frontiers, 2004, vol. 6, issue 4, No 6, 353-368

Abstract: 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.

Keywords: telecommunications; SMS; service quality; satisfaction; intention; use (search for similar items in EconPapers)
Date: 2004
References: View complete reference list from CitEc
Citations: View citations in EconPapers (27)

Downloads: (external link)
http://link.springer.com/10.1023/B:ISFI.0000046377.32617.3d Abstract (text/html)
Access to the full text of the articles in this series is restricted.

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:spr:infosf:v:6:y:2004:i:4:d:10.1023_b:isfi.0000046377.32617.3d

Ordering information: This journal article can be ordered from
http://www.springer.com/journal/10796

DOI: 10.1023/B:ISFI.0000046377.32617.3d

Access Statistics for this article

Information Systems Frontiers is currently edited by Ram Ramesh and Raghav Rao

More articles in Information Systems Frontiers from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().