Research on User Loyalty of Instant Messaging Tools

DOI

10.2991/jcis.2008.118How to use a DOI?

Keywords

instant message industry; service quality; satisfaction; perceived value; loyalty

Abstract

instant message tool’s provider. In order to recognize the influence factors of user loyalty and the influence mechanism, an empirical investigation of 379 subjects is conducted. Based on the structural equation model analysis, service quality and satisfaction are confirmed to have positive influence on loyalty. Service quality is the most important factor, because its direct influence on loyalty and indirect influence with satisfaction as mediator. Besides this, perceived value is positively influenced by service quality, and has positive influence on satisfaction. Based on these conclusions, the study suggests IM providers improve user loyalty by advancing service quality first, with making users more aware of the providers’ empathy as the key measure.

Copyright

© 2008, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Chun-zhi Wang
AU  - Kai Wang
PY  - 2008/12
DA  - 2008/12
TI  - Research on User Loyalty of Instant Messaging Tools
BT  - Proceedings of the 11th Joint Conference on Information Sciences (JCIS 2008)
PB  - Atlantis Press
SP  - 706
EP  - 712
SN  - 1951-6851
UR  - https://doi.org/10.2991/jcis.2008.118
DO  - 10.2991/jcis.2008.118
ID  - Wang2008/12
ER  -