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Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook?

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  • Md. Alamgir Hossain

    (Department of International Trade, College of Commerce, Chonbuk National University, Jeonju 54896, Korea)

  • Minho Kim

    (Department of International Trade, College of Commerce, Chonbuk National University, Jeonju 54896, Korea)

Abstract

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.

Suggested Citation

  • Md. Alamgir Hossain & Minho Kim, 2018. "Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook?," Sustainability, MDPI, vol. 10(7), pages 1-15, July.
    • Handle: RePEc:gam:jsusta:v:10:y:2018:i:7:p:2283-:d:155729
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    References listed on IDEAS

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    1. Gelb, Betsy D. & Sundaram, Suresh, 2002. "Adapting to "word of mouse"," Business Horizons, Elsevier, vol. 45(4), pages 21-25.
    2. Sang-Man Kim & Jae-Young Oh, 2012. "Employee emotional response toward healthcare organization’s service recovery efforts and its influences on service recovery performance," Service Business, Springer;Pan-Pacific Business Association, vol. 6(3), pages 297-321, September.
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    Cited by:

    1. Sangmook Lee & Gumkwang Bae & Hyojin Kim, 2021. "A Study on the Sustainable Use Intention of Restaurant Companies Using the Information Attributes of SNS: The Dual Process Theory," Sustainability, MDPI, vol. 13(22), pages 1-18, November.
    2. Huimin Wang & Kyungtag Lee, 2020. "Getting in the Flow Together: The Role of Social Presence, Perceived Enjoyment and Concentration on Sustainable Use Intention of Mobile Social Network Game," Sustainability, MDPI, vol. 12(17), pages 1-15, August.
    3. Hossain Md. Motaher & Zahidul Islam K. M. & Masud Abdullah Al & Biswas Sukanta & Hossain Md. Alamgir, 2021. "Behavioral intention and continued adoption of Facebook: An exploratory study of graduate students in Bangladesh during the Covid-19 pandemic," Management, Sciendo, vol. 25(2), pages 153-186, December.
    4. Tsu-Ming Yeh & Shun-Hsing Chen & Tsen-Fei Chen, 2019. "The Relationships among Experiential Marketing, Service Innovation, and Customer Satisfaction—A Case Study of Tourism Factories in Taiwan," Sustainability, MDPI, vol. 11(4), pages 1-12, February.
    5. Isaac Kofi Mensah & Guohua Zeng & Chuanyong Luo, 2023. "Determinants of Social Commerce Purchase and Recommendation Intentions Within the Context of Swift Guanxi Among Chinese College Students," SAGE Open, , vol. 13(2), pages 21582440231, June.
    6. Chien-Ta Bruce Ho & Nathatenee Gebsombut, 2019. "Communication Factors Affecting Tourist Adoption of Social Network Sites," Sustainability, MDPI, vol. 11(15), pages 1-13, August.
    7. Byoungsoo Kim, 2018. "The Role of Dedication-Based and Constraint-Based Mechanisms in Consumers’ Sustainable Outcomes in the Coffee Chain Industry," Sustainability, MDPI, vol. 10(8), pages 1-17, July.
    8. Yunju Kim & Heejun Lee, 2021. "Motivation and Reuse: How Does Motivation Affect Sustainable Use Intention for Brand Webtoons?," Sustainability, MDPI, vol. 13(4), pages 1-13, February.
    9. Md. Alamgir Hossain & Minho Kim, 2020. "A Comprehensive Study on Social Commerce in Social Networking Sites," SAGE Open, , vol. 10(2), pages 21582440209, June.
    10. Changhyun Nam & Jihyeong Son & Jae-Gu Yu, 2019. "Effects of SNS Social Capital on E-Service Quality and Sustained Referral Intentions of E-Fitness Apparel: Comparative Body Image Satisfaction Analysis," Sustainability, MDPI, vol. 11(24), pages 1-16, December.
    11. Md. Alamgir Hossain & Nusrat Jahan & Yuantao Fang & Saiful Hoque & Md. Shakhawat Hossain, 2019. "Nexus of Electronic Word-Of-Mouth to Social Networking Sites: A Sustainable Chatter of New Digital Social Media," Sustainability, MDPI, vol. 11(3), pages 1-14, February.
    12. Yang Yang & Zhongqiu Li & Yingying Su, 2018. "The Effectiveness of Service Innovation Practices to Reduce Energy Consumption Based on Adaptive Theory," Sustainability, MDPI, vol. 10(9), pages 1-16, September.
    13. Feng Xu & Wenxia Niu & Shuaishuai Li & Yuli Bai, 2020. "The Mechanism of Word-of-Mouth for Tourist Destinations in Crisis," SAGE Open, , vol. 10(2), pages 21582440209, May.

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