Factors affecting satisfaction and brand loyalty to smartphone systems: a perceived benefits perspective. (2018)

• Record Type: Journal Article
• Authors: Liang, Ting-Peng; Lai, Chia-Yin; Hsu, Peng-Hsiang; Chiu, Chao-Min; Hsieh, Chang-Tseh
• Is Part Of: International journal of mobile communications. Volume 16:Number 5(2018)
• Page Start: 513
• Page End: 534
• Publication Date: 2018
• Subjects: brand loyalty -- expectancy confirmation theory -- experiential benefits -- functional benefits -- IS continuance -- satisfaction -- symbolic benefits; Mobile communication systems -- Periodicals; Wireless communication systems -- Periodicals; 384.53
• Languages: English
• ISSNs: 1470-949X

Abstract

Adoption of mobile devices is an important issue in mobile commerce. This study extends Bhattacherjee's post-acceptance model of IS continuance that examines the relationships among expectation confirmation, user satisfaction, perceived usefulness and brand loyalty. His model was extended to investigate the potential impacts of functional, experiential and symbolic benefits on smartphone users' repeat purchasing behaviour. Data from 527 valid smartphone users were collected to test our hypotheses. Major findings suggest that expectation confirmation has significant impacts on perceived benefits and user satisfaction, which in turn have a positive and significant effect on brand loyalty. Perceived benefits could effectively capture the perceived usefulness of smartphones. Their effects on brand loyalty, however, differ for different brands.