Determinants of customer loyalty in the Korean smartphone market: Moderating effects of usage characteristics

doi:10.1016/j.tele.2016.02.006

科研成果详情

题名	Determinants of customer loyalty in the Korean smartphone market: Moderating effects of usage characteristics
作者	Kim，Moon Koo 1; Wong，Siew Fan 2; Chang，Younghoon 3; Park，Jong Hyun 4,5
发表日期	2016-11-01
发表期刊	Telematics and Informatics
ISSN/eISSN	0736-5853
卷号	33 期号:4 页码:936-949
摘要	Since the Korean smartphone market has reached a saturation state, device manufacturing companies are re-focusing their resources and capabilities to enhance customer loyalty in order to retain existing customers and attract new customers. However, there are only few previous studies on customer loyalty of smartphones. The purposes of this study are to examine the effect of customer satisfaction and switching barriers on customer loyalty, and evaluate the moderating effects of usage characteristics in the Korean smartphone market. To test the research model, we collected data from 700 smartphone users via a face-to-face survey method. The results show that customer satisfaction and switching barriers (alternative attractiveness and switching cost) have significant impacts on customer loyalty. The device features (functions, usability, and design) and corporate factors (customer support and corporate image) significantly influence customer satisfaction. Usage characteristics (relationship length and usage experience) moderate some of the links in the research model.
关键词	Customer loyalty Customer satisfaction Market saturation Smartphone Switching barriers Usage characteristics
DOI	10.1016/j.tele.2016.02.006
URL	查看来源
语种	英语English
Scopus入藏号	2-s2.0-84959419420
引用统计	被引频次：80[WOS] [WOS记录] [WOS相关记录]
文献类型	期刊论文
条目标识符	https://repository.uic.edu.cn/handle/39GCC9TT/6391
专题	北师香港浸会大学
通讯作者	Chang，Younghoon
作者单位	1.Graduate School of Innovation and Technology Management,Korea Advanced Institute of Science and Technology (KAIST),Electronics and Telecommunications Research Institute (ETRI),Yuseong-gu,Daejeon,218 Gajeong-ro,34129,South Korea 2.Department of Computing and Information Systems,Sunway University,Bandar Sunway,Selangor,No. 5, Jalan Universiti,47500,Malaysia 3.Division of Business and Management,BNU-HKBU United International College,Tangjiawan,Zhuhai, Guangdong Prov,28 Jinfeng Road,519085,China 4.Department of Management of Technology,Sungkyunkwan University,Jangan-gu, Suwon-Si, Gyeong Gi-Do,2066, Seobu-ro,16419,South Korea 5.Electronics and Telecommunications Research Institute (ETRI),Daejeon,218 Gajeong-ro, Yuseong-gu,34129,South Korea
通讯作者单位	北师香港浸会大学
推荐引用方式 GB/T 7714	Kim，Moon Koo,Wong，Siew Fan,Chang，Younghoonet al. Determinants of customer loyalty in the Korean smartphone market: Moderating effects of usage characteristics[J]. Telematics and Informatics, 2016, 33(4): 936-949.
APA	Kim，Moon Koo, Wong，Siew Fan, Chang，Younghoon, & Park，Jong Hyun. (2016). Determinants of customer loyalty in the Korean smartphone market: Moderating effects of usage characteristics. Telematics and Informatics, 33(4), 936-949.
MLA	Kim，Moon Koo,et al."Determinants of customer loyalty in the Korean smartphone market: Moderating effects of usage characteristics". Telematics and Informatics 33.4(2016): 936-949.