Contents

Investigating the Determinants of Customer satisfaction, Switching Barriers, and Loyalty in the Mobile Telecommunications Service

Yeonju Jung / Cho, Yoon Cheong

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Abstract

The sharing economy, facilitated by the development of information technology plays a crucial role in our society by
providing benefits but with various concerns. The market of the sharing economy has grown explosively in recent
years, so related studies have also gradually increased (Kim and Cho, 2016). By classifying existing and potential users, the purpose of this study is to examine i) how utilities such as transaction, social, sustainability, technology, the economy, and trust affects attitude; ii) how attitude affects satisfaction and intention to use; iii) how satisfaction affects loyalty; and iv) how intention to use affects the expected satisfaction of sharing accommodations. This study collects data through a survey and applies quantitative analyses such as factor, regression, and ANOVA. The results reveal that there are different effects for existing and potential users. This study provides theoretical, managerial, and policy implications for future analysis of the relationship between perceived utilities and customers’ attitudes.

Issue Date
2017-11
Publisher
SS Foundation
Keywords
Sharing Economy; Sharing Accommodation; Perceived Utility; Attitude; Intention; Customer Satisfaction; Loyalty
Citation
Journal of Marketing Thought, v.4, no.3, pp.16 - 25, 2017
URL
http://www.ejmt.org/investigating-utility-attitude-intention-use-satisfaction-loyalty-sharing-economy-case-accommodation/
DOI
10.15577/jmt.2017.04.03.3
Journal Title
Journal of Marketing Thought
Start Page
16
End Page
25
ISSN
2288-9159
Language
English
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