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Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook?

Department of International Trade, College of Commerce, Chonbuk National University, Jeonju 54896, Korea
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Sustainability 2018, 10(7), 2283; https://doi.org/10.3390/su10072283
Received: 4 June 2018 / Revised: 28 June 2018 / Accepted: 29 June 2018 / Published: 2 July 2018
(This article belongs to the Section Economic and Business Aspects of Sustainability)
While social networking services (SNS) have led to major economic and social transformations worldwide, it is becoming increasingly important to understand what constitutes the sustainable use of SNS. The current study focuses on Facebook and examines the impact of multidimensional and hierarchical service quality on sustainable use intention. Structural equation modeling is used to analyze the data that has been collected through online surveys. The results show that all four dimensions of service quality (outcome quality, environment quality, interaction quality, and social quality) have significant positive effects on satisfaction. Satisfaction is found to be a reasonable predictor of sustainable use intention and word-of-mouth (WOM) communication, and the influence of WOM on sustainable use intention is also confirmed. Among all the dimensions, outcome quality and interaction quality influence WOM most strongly. The findings from this study bridge a literature gap in the context of SNS by demonstrating how SNS managers can improve service quality, leading to increases in satisfaction, WOM, and sustainable use intention. View Full-Text
Keywords: service quality; sustainable use intention; SNS; WOM; satisfaction service quality; sustainable use intention; SNS; WOM; satisfaction
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MDPI and ACS Style

Hossain, M.A.; Kim, M. Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook? Sustainability 2018, 10, 2283. https://doi.org/10.3390/su10072283

AMA Style

Hossain MA, Kim M. Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook? Sustainability. 2018; 10(7):2283. https://doi.org/10.3390/su10072283

Chicago/Turabian Style

Hossain, Md. A.; Kim, Minho. 2018. "Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook?" Sustainability 10, no. 7: 2283. https://doi.org/10.3390/su10072283

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