Utilitarian Mobile Information Services are Modeled Better by The ACSM than Hedonic Services on a Cross-National Comparison

Fumiyo N. Kondo, Hisashi Ishida and Qazi Mahdia Ghyas

Customer satisfaction and loyalty on mobile information services have been investigated in academic literature.

Utilitarian Mobile Information Services are Modeled Better by The ACSM than Hedonic Services on a Cross-National Comparison

Fumiyo N. Kondo, Hisashi Ishida and Qazi Mahdia Ghyas

Abstract:

Customer satisfaction and loyalty on mobile information services have been investigated in academic literature. However, there is not much research on the satisfaction factor focusing on multiple utilitarian or hedomic services on a cross-national basis. This research examines the antecedents of customer satisfaction and loyalty through a survey of young adult mobile users in Japan and the United States by modifying the American Customer Satisfaction Model (ACSM). The result...

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