The Impact of Mobile Amusement Information on Use Behavior, Satisfaction, and Loyalty

Abstract

The relationship between satisfaction and loyalty has been well explored in services marketing or customer relationship management. In this study, the authors studied the relationship of 7 types of service variables under “amusement” factor. Amusement is one of the three factors extracted from 21 mobile information services. Among many different frameworks of satisfaction-loyalty, we used the framework of “past use behavior” on “satisfaction”, and then of “satisfaction” on “continued use intention” (or loyalty), resulting in a strong support of the existing model with positive significant influence on the both paths. Further, our research reveals that, on the both paths, there are stronger, significant positive relationships between a latent variable and the measurement variables for mobile information services with stronger amusement elements than those with other ones. The results lead to useful implications that amusement is a crucial dimension in mobile information services, not only in use motivation, but also on behavior, satisfaction, and continued use intention.