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Investigating the Determinants of Satisfaction and Usage of Mobile IT Services in Four Countries

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  • Ofrir Turel
  • Alexander Serenko
  • Brian Detlor
  • Mikael Collan
  • Inwoo Nam
  • Jussi Puhakainen

Abstract

This study integrates marketing and IS theories to investigate the antecedents and consequences of end-user satisfaction and usage with mobile IT services. Research findings, based on the collection and Partial Least Squares analysis of data from 736 individuals located in four countries, support the viability of utilizing an extension of the American Customer Satisfaction Model to investigate the behavior of global wireless services users. Specific differences in the customer satisfaction of mobile service end-users in Canada, Singapore, Finland, and Israel are also presented.

Suggested Citation

  • Ofrir Turel & Alexander Serenko & Brian Detlor & Mikael Collan & Inwoo Nam & Jussi Puhakainen, 2006. "Investigating the Determinants of Satisfaction and Usage of Mobile IT Services in Four Countries," Journal of Global Information Technology Management, Taylor & Francis Journals, vol. 9(4), pages 6-27, October.
  • Handle: RePEc:taf:ugitxx:v:9:y:2006:i:4:p:6-27
    DOI: 10.1080/1097198X.2006.10856430
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    Cited by:

    1. Young Mee Shin & Seung Chang Lee & Bongsik Shin & Ho Geun Lee, 2010. "Examining influencing factors of post-adoption usage of mobile internet: Focus on the user perception of supplier-side attributes," Information Systems Frontiers, Springer, vol. 12(5), pages 595-606, November.
    2. Choi, Jaewon & Lee, Hong Joo & Sajjad, Farhana & Lee, Habin, 2014. "The influence of national culture on the attitude towards mobile recommender systems," Technological Forecasting and Social Change, Elsevier, vol. 86(C), pages 65-79.

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