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.
Nankai Business Review International – Emerald Publishing
Published: Aug 1, 2016