University of Worcester Worcester Research and Publications

3G post adoption users experience with telecommunications services: A partial least squares (PLS) path modelling approach

Rezaei, Sajad ORCID:, Amin, M., Moghaddam, M. and Mohamed, N. (2016) 3G post adoption users experience with telecommunications services: A partial least squares (PLS) path modelling approach. Nankai Business Review International, 7 (3). pp. 361-394. ISSN 2040-8749

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PurposeThe purpose of this study is to examine the impact of service quality, perceived usefulness and users’ cognitive satisfaction to determine the third-generation (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 combination of partial least squares (PLS) path modelling approach and structural equation modelling (SEM; PLS-SEM) technique was used to analyze 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.

Item Type: Article
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Uncontrolled Discrete Keywords: service quality, perceived usefulness, 3G mobile phone, behavioural retention, cognitive satisfaction
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: College of Business, Psychology and Sport > Worcester Business School
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Depositing User: Sajad Rezaei
Date Deposited: 13 May 2020 10:09
Last Modified: 17 Jun 2020 17:35

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