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What Determines Perceived Quality-of-life Impact of Mobile Phones? A Model Based on the Consumption Life Cycle

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Abstract

This paper reports two studies designed to identify the determinants of perceived quality-of-life impact (PQOLI) of mobile phones. We hypothesized that PQOLI of mobile phones is determined by mostly global feelings of satisfaction with mobile phones, which in turn are determined by satisfaction with a broad range of customer-related experiences—experience with the purchase of the mobile phone and service, preparing the mobile phone for personal use, using the mobile phone, owning the mobile phone, maintenance and repairs of the mobile phone, and disposal of the mobile phone (stages in the consumption life cycle). “Study 1” focused testing the model using a college student population. “Study 2” was designed to replicate the findings of “Study 1” with a more mature and diverse consumer population and extend the model by demonstrating that PQOLI has a significant predictive influence on brand loyalty, thus underscoring the managerial utility of our model. The study results are supportive of our overall model and its hypotheses.

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Author information

Authors and Affiliations

  1. Marketing and Virginia Real Estate Research, Virginia Tech, Blacksburg, VA, USA

    M. Joseph Sirgy

  2. School of Business, Yonsei University, 134 Shinchon Seodaemun, Seoul, Korea

    Dong-Jin Lee

  3. Freddie Mac, Mclean, VA, USA

    Kunal Kamra

  4. Sprint, Overland Park, KS, USA

    John Tidwell

Authors
  1. M. Joseph Sirgy
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  2. Dong-Jin Lee
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  3. Kunal Kamra
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  4. John Tidwell
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Corresponding author

Correspondence to Dong-Jin Lee.

Appendix: Measurement Items

Appendix: Measurement Items

Composite for each consumption dimension

  1. 1.

    Satisfaction/dissatisfaction with purchase (eight items)

  2. Purch1:

    Brand options

  3. Purch2:

    Location/convenience

  4. Purch3:

    Promotions

  5. Purch4:

    Advertising

  6. Purch5:

    Salespeople

  7. Purch6:

    Sales contract

  8. Purch7:

    Payment methods

  9. Purch8:

    Variety of service plans

  10. 2.

    Satisfaction/dissatisfaction with usage (six items)

  11. Use1:

    Quality of coverage*

  12. Use2:

    Ease of Use*

  13. Use3:

    Style*

  14. Use4:

    Size*

  15. Use5:

    Color screen*

  16. Use6:

    Ring tones

  17. Use7:

    Headphone accessories*

  18. Use8:

    Face plates

  19. Use9:

    User image

  20. Use10:

    Speed dial

  21. Use11:

    Wireless Internet

  22. Use12:

    Voice Activation

  23. Use13:

    Direct connect or “walkie talkie”

  24. Use14:

    Text messaging

  25. 3.

    Satisfaction/dissatisfaction with maintenance (two items)

  26. Main1:

    Availability/location of repair facility*

  27. Main2:

    Price of repair*

  28. Main3:

    Ease of reprogramming

  29. 4.

    Satisfaction/dissatisfaction with ownership (two items)

  30. Own1:

    Financial value

  31. Own2:

    Brand status/prestige

  32. 5.

    Satisfaction/dissatisfaction with disposal (two items)

  33. Dis1:

    Benefits received

  34. Dis2:

    Costs

Overall satisfaction with each consumption-life-cycle dimension

  1. 1.

    Overall Satisfaction with purchase

  2. 2.

    Overall Satisfaction with usage

  3. 3.

    Overall Satisfaction with maintenance ownership

  4. 4.

    Overall Satisfaction with ownership

  5. 5.

    Overall Satisfaction with disposal

Overall satisfaction (three items)

  1. 1.

    My communication needs are completely met by my mobile phone.

  2. 2.

    I am very happy with my mobile phone.

  3. 3.

    I am very happy with my mobile phone provider.

Perceived QOL Impact of a mobile phone (two items)

  1. 1.

    My mobile phone has significantly improved my quality of life.*

  2. 2.

    My mobile phone has enhanced my social well being.*

  3. 3.

    My mobile phone has significantly helped me with my work.

Loyalty (two items)

  1. 1.

    I am planning to another mobile phone provider in the next few months(R).

  2. 2.

    I feel committed to my mobile phone provider.

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Sirgy, M.J., Lee, DJ., Kamra, K. et al. What Determines Perceived Quality-of-life Impact of Mobile Phones? A Model Based on the Consumption Life Cycle. Applied Research Quality Life 3, 251–268 (2008). https://doi.org/10.1007/s11482-009-9060-3

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  • DOI: https://doi.org/10.1007/s11482-009-9060-3

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