INVESTIGATING THE DETERMINANTS OF SATISFACTION AND USAGE OF MOBILE IT SERVICES IN FOUR COUNTRIES

Ofrir Turel, Alexander Serenko, Brian Detlor, Mikael Collan, Inwoo Nam, and Jussi Puhakainen

This study integrates marketing and IS theories to investigate the antecedents and consequences of end-user satisfaction and usage with mobile IT services. Research findings, based on data from 736 individuals in four countries, support the viability of utilizing an extension of the American Customer Satisfaction Model to investigate the behavior of global wireless services users. Specific differences in the satisfaction end-users in Canada, Singapore, Finland, and Israel are also presented.