Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China

@article{Deng2010UnderstandingCS,
  title={Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China},
  author={Zhaohua Deng and Yaobin Lu and Kwok Kee Wei and Jinlong Zhang},
  journal={Int. J. Inf. Manag.},
  year={2010},
  volume={30},
  pages={289-300}
}
With the rapid development of mobile technology and large usage rates of mobile phones, mobile instant message (MIM) services have been widely adopted in China. Although previous studies on the adoption of mobile services are quite extensive, few focus on customer satisfaction and loyalty to MIM in China. In this study, we examine the determinants of customer satisfaction and loyalty. The findings confirm that trust, perceived service quality, perceived customer value, including functional… Expand
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