التفاصيل البيبلوغرافية
| العنوان: |
Understanding the consequences of information systems service quality on IS service reuse |
| المؤلفون: |
Kettinger, William J.1 bill.kettinger@memphis.edu, Park, Sung-Hee “Sunny”2, Smith, Jeffery3 |
| المصدر: |
Information & Management. Aug2009, Vol. 46 Issue 6, p335-341. 7p. |
| مصطلحات موضوعية: |
*INFORMATION resources management, *QUALITY of service, *CUSTOMER retention, *CUSTOMER satisfaction, *EMPIRICAL research, INFORMATION services research |
| مستخلص: |
Abstract: IS researchers have normally assumed that satisfaction is the key factor influencing IS customers’ reuse of services; however, a focus on customer satisfaction does not always guarantee customer retention. We synthesized customer satisfaction and dissatisfaction models from prior service quality research to provide a comprehensive model predicting the behavioral intentions of customers to reuse IS services. Five research hypotheses were empirically tested by using a field study of 263 users of an IS service department. Our findings placed IS service quality in a causal network leading to IS service reuse and highlighted the relative importance that service quality value played in predicting behavioral intention to reuse the service. [Copyright &y& Elsevier] |
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| قاعدة البيانات: |
Business Source Index |
