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

Journal Article

2016

Published in: http://www.emeraldinsight.com/doi/full/10.1108/NBRI-01-2016-0007

Rezaei, Sajad . 2016

Abstract
Purpose – The 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/approach – A 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.
Findings – Our 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/value – Prior 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.
Keywords Service quality, Perceived usefulness, 3G mobile phone, Behavioural retention,
Cognitive satisfaction
Paper type Research paper

• Publication Work Type: Research Paper
• Volume Number: 7
• Issue Number: 3
• Pages: 361 - 394