How user loyalty and nonconscious inertia influence the continued use of mobile communications platforms

Byoungsoo Kim · Minhyung Kang

31 citations0/0 files storedInternational Journal of Mobile Communications

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Technology Adoption and User Behaviour Customer Service Quality and Loyalty Health, Technology, Consumer Behavior

Abstract

Given high adoption rates of mobile handheld devices, mobile communications platforms (MCPs) have become increasingly popular across the world. MCPs enable users to exchange messages with unlimited images and videos free of charge and support group chat functions to enhance their communication productivity. Understanding the mechanisms underlying a user's continued use can help MCP providers increase their profits and revenue in the highly competitive MCP market. For a deeper understanding of continued MCP use, this study develops an integrated framework clarifying the effects of user loyalty and nonconscious inertia on the continued use. The results identify the user satisfaction, perceived value and trust in an MCP provider as key enablers accelerating user's post-adoption behaviour. In addition, the study examines the effects of perceived switching costs and habits on inertia. The empirical test results based on the partial least squares with data from 262 experienced users of KaKaoTalk indicate that user loyalty mediated the effect of inertia on continuance use. The results verify the salient power of user satisfaction and trust beliefs on user loyalty. The analysis results show differential effects of four dimensions of perceived value on user's post-adoption behaviour. Setup costs, learning costs and habit encouraged inertia development.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 31 citations exist upstream.

References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1991The theory of planned behavior 2001Consumer perceived value: The development of a multiple item scale 2010Satisfaction: a behavioral perspective on the consumer 1991Why we buy what we buy: A theory of consumption values 2007How Habit Limits the Predictive Power of Intention: The Case of Information Systems Continuance1 2003Consumer Switching Costs: A Typology, Antecedents, and Consequences 2004Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context

Cited by

2023On linking the perceived values of mobile shopping apps, customer well-being, and customer citizenship behavior: Moderating role of customer intimacy 2017Understanding the Role of Conscious and Automatic Mechanisms in Social Networking Services: A Longitudinal Study 2020Inertia, group conformity and customer loyalty in healthcare in the information age 2017Understanding Key Antecedents of User Loyalty toward Mobile Messenger Applications: An Integrative View of Emotions and the Dedication-Constraint Model

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.