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3G post adoption users experience with telecommunications services: a partial least squares (PLS) path modelling approach

3G post adoption users experience with telecommunications services: a partial least squares (PLS)... PurposeThe purpose of this study is to examine the impact of service quality, perceived usefulness and users’ cognitive satisfaction to determine the 3G mobile phone users’ behavioural retention in using 3G telecommunications services. Design/methodology/approachA total of 243 valid questionnaires were collected from 3G users in the Klang Valley, Malaysia. The partial least squares (PLS) path modelling approach and structural equation modelling (PLS-SEM) technique was used to analyse the measurement and structural model. FindingsOur empirical assessment supports the proposed research hypotheses and further suggests that service quality is a second order reflective construct comprising navigation and visual design, management and customer service, and system reliability and connection quality. Originality/valuePrior studies have examined the impact of service quality, perceived usefulness, overall users’ satisfaction, and behavioural intention on an information system in general. This study is among the few studies that have attempted to gain insights into 3G users’ post adoption experience with telecommunications services. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Nankai Business Review International Emerald Publishing

3G post adoption users experience with telecommunications services: a partial least squares (PLS) path modelling approach

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
2040-8749
DOI
10.1108/NBRI-01-2016-0007
Publisher site
See Article on Publisher Site

Abstract

PurposeThe purpose of this study is to examine the impact of service quality, perceived usefulness and users’ cognitive satisfaction to determine the 3G mobile phone users’ behavioural retention in using 3G telecommunications services. Design/methodology/approachA total of 243 valid questionnaires were collected from 3G users in the Klang Valley, Malaysia. The partial least squares (PLS) path modelling approach and structural equation modelling (PLS-SEM) technique was used to analyse the measurement and structural model. FindingsOur empirical assessment supports the proposed research hypotheses and further suggests that service quality is a second order reflective construct comprising navigation and visual design, management and customer service, and system reliability and connection quality. Originality/valuePrior studies have examined the impact of service quality, perceived usefulness, overall users’ satisfaction, and behavioural intention on an information system in general. This study is among the few studies that have attempted to gain insights into 3G users’ post adoption experience with telecommunications services.

Journal

Nankai Business Review InternationalEmerald Publishing

Published: Aug 1, 2016

References