Abstract
Purpose – The purpose of this study is to examine the impact of service quality, perceived usefulness
and users’ cognitive satisfaction to determine the third-generation (3G) mobile phone users’ behavioural
retention in using 3G telecommunications services.
Design/methodology/approach – A total of 243 valid questionnaires were collected from 3G users
in the Klang Valley, Malaysia. The combination of partial least squares (PLS) path modelling approach

ABSTRACT
Prior research has mostly examined the satisfaction, intention,
and behavior of users toward technology and systems in general,
and little research has been dedicated to understanding apps
commerce and app stores. Drawing upon the extended model of
IT continuance and theory of information overload as a
theoretical foundation, the aim of this study is to examine
consumer satisfaction, continuous intention, and behavior
toward apps shopping. A total of 347 valid questionnaires were

Abstract
Purpose – The purpose of this paper is to examine the internet banking service quality and its
implication on e-customer satisfaction and e-customer loyalty.
Design/methodology/approach – A total of 1,000 questionnaires were distributed for internet
banking customers and 520 were returned (resulting 52 percentage of response rate).
Findings – The results confirmed that the all four dimensions (personal need, site organization, user
friendliness, and efficiency of website) are distinct constructs. The results also indicated that internet

Abstract
Purpose – The purpose of this paper is to examine the internet banking service quality and its
implication on e-customer satisfaction and e-customer loyalty.
Design/methodology/approach – A total of 1,000 questionnaires were distributed for internet
banking customers and 520 were returned (resulting 52 percentage of response rate).
Findings – The results confirmed that the all four dimensions (personal need, site organization, user
friendliness, and efficiency of website) are distinct constructs. The results also indicated that internet