Investigating the Determinants of Satisfaction and Usage of Mobile IT Services in Four Countries

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 the collection and Partial Least Squares analysis of data from 736 individuals located 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 customer satisfaction of mobile service end-users in Canada, Singapore, Finland, and Israel are also presented.