Title: Effects of service quality of airline mobile application and individual characteristics on user satisfaction and intention to reuse

Authors: Jung Min Lee; Jin Ki Kim

Addresses: Korean Airlines, 260 Haneul Gil Kangseo-gu Seoul, 07505, South Korea ' School of Business, Korea Aerospace University, 76 Hanggongdaehang-ro, Deogyang-gu, Goyang City, Gyeonggi-do, 10540, South Korea

Abstract: Mobile technology has evolved into intelligent services such as smart phones, smart TVs, smart cars, and healthcare, which are reaching consumers through personal devices. The rapid spread of this kind of technology provides a variety of contents that attract consumers' minds. This study explores the impacts of self-efficacy, status quo bias, and service quality of mobile application on satisfaction and intention to reuse. Data is collected from 273 users who had experience using mobile applications. The results show that self-efficacy, status quo, convenience, responsiveness, ubiquity, and interest all affect service quality, and that self-efficacy, convenience, responsiveness, and ubiquity affect satisfaction and intention to reuse. This study suggests utilising strategy and communication with customer who has a high tendency of the status quo bias. This research suggests developing content that meets consumer needs through personal devices and to communicate with consumers.

Keywords: airline mobile application; self-efficacy; status quo bias; service quality; user satisfaction; intention to reuse.

DOI: 10.1504/IJMC.2023.127375

International Journal of Mobile Communications, 2023 Vol.21 No.1, pp.134 - 157

Received: 25 Jun 2020
Accepted: 04 Apr 2021

Published online: 01 Dec 2022 *

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