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/).
Cite this article
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 -