Quality (philosophy)

Marketing

Philosophy

Service (business)

Social psychology

Continuance

Computer science

Classical mechanics

Business

Physics

Service quality

Psychology

Epistemology

Inertia

Artificial intelligence

Knowledge management

Perspective (graphical)

Mobile service

Human–computer interaction

User satisfaction

International Journal of Information Management

Vendors of mobile communication applications/services (apps) aim at improve their designs to attract and retain users, and thus achieve the critical mass needed to ensure the success of their services. Despite the significant number of prior mobile service studies, few works have examined the effects of inertia and satisfaction on the users’ continuance intention with regard to specific mobile communication apps from a mobile-service-quality perspective. By integrating the mobile service quality framework, inertia, and user satisfaction, this study develops a model for interpreting the development of the continuance intention of users of mobile communication apps. Data collected from 238 users of such apps provided support for the model. The results indicated that interaction quality, environment quality, inertia, and user satisfaction are key determinants of continuance intention, while outcome quality is not. The theoretical and practical implications of this work are discussed.

The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective