Title: Consequents of functional and technical quality: evidence from electronic and mobile service industry in China

Authors: Hua Dai; Vishal Midha; Kai S. Koong

Addresses: Information Systems Department, University of Wisconsin – La Crosse, 1725 State St. La Crosse, WI 54601, USA ' Department of Accounting and Business Information Systems, Campus Box 5500, Illinois State University, Normal, Illinois 61790-5500, USA ' Department of Computer Information Systems and Quantitative Methods, University of Texas – Pan American, 1201 W. University Dr., Edinburg, TX 78539, USA

Abstract: The growing market potential of China's service industry requires an in-depth understanding of factors leading to consumers' loyalty towards e-service and mobile services providing websites. The growth of e-service and mobile services has changed the manner in which firms and consumers interact. A conceptual model that examines the relationship between service quality, trust, satisfaction, and loyalty in electronic and mobile environment is proposed. The analysis of data from 415 Chinese consumers reveals that both technical and functional quality of e-services and mobile services have a strong impact on consumers' trust and satisfaction, which in turn positively influence their loyalty towards service providers in electronic and mobile environment. We conclude our paper with a discussion of our findings and possible future research alternatives.

Keywords: e-services; electronic services; online services; mobile communications; functional quality; technical quality; trust; customer satisfaction; China; mobile services; m-services; consumer loyalty; service quality.

DOI: 10.1504/IJMC.2014.064594

International Journal of Mobile Communications, 2014 Vol.12 No.5, pp.477 - 495

Published online: 30 Apr 2015 *

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