Analyzing Mobile Instant Messaging User Satisfaction And Loyalty: An Integrated Perspective

Pu Huang, Mengxiang Li

Research output: Chapter in book/report/conference proceedingConference proceedingpeer-review

4 Citations (Scopus)


Mobile instant messaging (mobile IM) is a cutting edge technology of the P2P communication. The prevalence of the mobile IM boosts the research of the perceived satisfaction and loyalty towards mobile IM long-term usage. In the era of 4G, individuals use mobile IM to communicate with their friends in every-day life. However, prior studies neglected a holistic view of users' roles and then yielded insufficient explanation about the usage satisfaction of mobile IM. Based on the integrated users' role framework, this research-in-progress explores the determinants of mobile IM satisfaction and loyalty with the consideration of the triangulation perspective of users' multiple roles: the technology user role, the service consumer role, and the network member role. To this end, a survey is designed to collect data from mobile IM users. The data analysis results will validate the proposed hypotheses.

Original languageEnglish
Title of host publicationEuropean Conference on Information Systems (ECIS) 2013 Proceedings
Subtitle of host publicationECIS 2013 Research in Progress
PublisherAssociation for Information Systems
Number of pages9
Publication statusPublished - 5 Jun 2013
Event21st European Conference on Information Systems, ECIS 2013 - Utrecht, Netherlands
Duration: 5 Jun 20138 Jun 2013


Conference21st European Conference on Information Systems, ECIS 2013
Internet address

Scopus Subject Areas

  • Information Systems

User-Defined Keywords

  • Mobile IM
  • Satisfaction
  • Loyalty
  • Integrated users’ role framework


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