Influence of personality on satisfaction with mobile phone services

Détails

ID Serval
serval:BIB_F1493925CEB6
Type
Article: article d'un périodique ou d'un magazine.
Collection
Publications
Titre
Influence of personality on satisfaction with mobile phone services
Périodique
ACM Transactions on Computer-Human Interaction
Auteur(s)
De Oliveira R., Cherubini M., Oliver N.
ISSN
1073-0516
Statut éditorial
Publié
Date de publication
01/05/2013
Peer-reviewed
Oui
Volume
20
Numéro
2
Pages
NA
Résumé
We propose a conceptual model that explains the relationship between the users' personality profile and their satisfaction with basic mobile phone services (calls, messages, and simple GPRS/3G services). The model captures direct and indirect effects on satisfaction by means of two variables: actual mobile phone usage and perceived usability of the related services. We empirically validate the model with data gathered from 603 customers of a telecommunication operator, and find that: (1) extroversion, conscientiousness, and intellect have a significant impact on customer satisfaction-positively for the first two traits and negatively for the latter; (2) extroversion positively influences mobile phone usage; and (3) extroversion and conscientiousness positively influence the users' perceived usability of mobile services. Interestingly, usability has the strongest positive impact on satisfaction, whereas mobile phone usage has a negative impact on satisfaction. We discuss key findings of this model and propose several implications for the design of mobile phone services.
Mots-clé
Big five, structural equation modeling, usability
Web of science
Création de la notice
25/11/2016 18:37
Dernière modification de la notice
20/08/2019 17:18
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