چکیده مقاله
Understanding the antecedents and consequences of customer satisfaction in the mobile communications market is important This study explores the effects of service quality, trust and perceived value on customer satisfaction, which, in turn, affects continuance intention of mobile services Service quality and customer satisfaction were measured by multiple dimensions A research model was developed based on this multidimensional approach andwas empirically examined with data collected from about one 237 users of mobile value added services in Tehran university Results show that all two dimensions of service quality interaction quality and outcome quality and perceived value have significant and positiveeffects on customer satisfaction while only one dimension of service quality environment quality and trust have no effect on customer satisfaction
کلیدواژهها
نویسندگان
Azarnoosh Ansari
Assistant Professor, Faculty of Administrative Sciences Economics, University of Isfahan
Azadeh Kheirabadi
Master Student of MBA marketing , Isfahan University
Shermineh Ghalamkari
PhD Student of Shakhes Pajouh Institute,Isfahan
شیوه ارجاع
Ansari, Azarnoosh and Kheirabadi, Azadeh and Ghalamkari, Shermineh,1392,Investigation the Relationship among Mobile Value-added Services Quality, Customer Satisfaction and the Continuance Intention:Case Study, Hamrah Aval Operator,7th International Conference on e- Commerce whit focus on e-Security,Kish Island
ارائهشده در
مجموعه مقالات هشتمین کنفرانس بین المللی تجارت الکترونیک با رویکرد بر اعتماد الکترونیکی4 اردیبهشت 1393 · مشهد