A Study on the Effects of Relational Benefits on Relationship Quality and Continuance Intention of the Ski Resort

PurposeThe purpose of this study is to examine the dimensionality of relational benefits in public bike sharing (PBS) and explore the mediating role of user satisfaction and engagement on the linkage between relational benefits and continuance intention.Design/methodology/approachThis study used a mixed method approach. Data were collected using convenience sampling technique from 411 users of PBS in Bhubaneswar, India. In the first part of the study, in-depth interviews were conducted to identify a set of relational benefits for scale development. In the second part, CB-SEM was used to establish the reliability and validity of the scale and test the hypotheses linking relational benefits with user satisfaction, engagement and continuance intention.FindingsThe analysis suggests that relational benefit is a second order construct having five distinct yet related dimensions namely economic, convenience, environmental, identity related and health and safety benefits. Also, the impact of relational benefits on continuance intention is positively and significantly mediated through user satisfaction and engagement.Research limitations/implicationsThis study is conducted in only one Indian city and is limited to PBS, which, is one of the elements of green transportation and does not cover other modes of transportation. Therefore, generalization of findings beyond this region and the mode of transportation should be done with caution.Originality/valueThis study contributes to the extant management literature by examining the mediating role of user satisfaction and engagement on the linkage between relational benefits and continuance intention which is an unexplored area of research. The study adds to existing knowledge by exploring the dimensionality of relational benefits in PBS context.

Download Full-text

Exploring Relationship Quality of User's Cloud Service

Journal of Organizational and End User Computing ◽

10.4018/joeuc.2019070102 ◽

2019 ◽

Vol 31 (3) ◽

pp. 17-36

Author(s):

Tung-Hsiang Chou

Keyword(s):

Service Quality ◽

Relationship Quality ◽

User Satisfaction ◽

Online Survey ◽

Service Providers ◽

Cloud Service ◽

Service Needs ◽

Continuance Intention ◽

Theoretical Understanding

The purpose of this article is to develop a research model examining the effects on relationship quality of a cloud service and to investigate the continuance intention of SaaS CRM (Software as a Service Customer Relationship Management) based on SaaS cloud service quality of service (SaaS-Qual) model. As basis theories, the study adopted service quality of SaaS and a post-acceptance model of IS continuance. The study also adds a relationship of quality as a moderate variance to validate the feasibility of cloud service. An online survey and a paper-questionnaire were used to collect data, and most respondents were experienced with using SaaS service for CRM for at least one year. The research causal model was validated by using SEM, and all eight study hypotheses were supported. These results indicate that relationship quality played an important role in influencing users' satisfaction and trust of SaaS's CRM service. High SaaS service quality could also increase users' intention to use cloud service continuously. SaaS CRM service providers should focus on enhancing relationship quality through motivational cloud service needs and SaaS CRM service features to increase user satisfaction and enhance levels of trust to promote continued use of SaaS service on the internet. This study contributes to a theoretical understanding of how relationship quality and cloud service can affect continuance intention.

Download Full-text

Assessing the Effects of Information System Quality and Relationship Quality on Continuance Intention in E-Tourism

International Journal of Environmental Research and Public Health ◽

10.3390/ijerph17010174 ◽

2019 ◽

Vol 17 (1) ◽

pp. 174 ◽

Cited By ~ 4

Author(s):

Ni Wayan Masri ◽

Jun-Jer You ◽

Athapol Ruangkanjanases ◽

Shih-Chih Chen ◽

Chia-I Pan

Keyword(s):

Information System ◽

Customer Satisfaction ◽

Relationship Quality ◽

Perceived Value ◽

System Quality ◽

Continuance Intention ◽

Travel Information ◽

Managerial Implications ◽

Information Consumers ◽

Intention To Continue

The advance of electronic commerce has resulted in successful e-travel services. Through the development of e-travel information, consumers can plan their trip without time and space limitations. This study proposes a model regarding the formation of the relationship quality (customer satisfaction and trust), information system quality, perceived value, and customers’ intention to continue in the e-tourism environment. The study is based on 351 e-travel users in Taiwan. The result shows that customer satisfaction has a positive effect on continuance intention. Information system quality has a positive relationship with customer satisfaction, trust, and customer continuance intention. Furthermore, the perceived value has an effect on customer satisfaction and trust. However, the perceived value is partially related to customer continuance intention through customer satisfaction. The managerial implications of this study are discussed.

Download Full-text