| Title | Determinants of customer loyalty in the Korean smartphone market: Moderating effects of usage characteristics |
| Creator | |
| Date Issued | 2016-11-01 |
| Source Publication | Telematics and Informatics
 |
| ISSN | 0736-5853 |
| Volume | 33Issue:4Pages:936-949 |
| Abstract | 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. |
| Keyword | Customer loyalty Customer satisfaction Market saturation Smartphone Switching barriers Usage characteristics |
| DOI | 10.1016/j.tele.2016.02.006 |
| URL | View source |
| Language | 英语English |
| Scopus ID | 2-s2.0-84959419420 |
| Citation statistics | |
| Document Type | Journal article |
| Identifier | http://repository.uic.edu.cn/handle/39GCC9TT/6391 |
| Collection | Beijing Normal-Hong Kong Baptist University |
| Corresponding Author | Chang，Younghoon |
| Affiliation | 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 |
| Corresponding Author Affilication | Beijing Normal-Hong Kong Baptist University |
| Recommended Citation 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. |
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