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 and structural equation modelling (SEM; PLS-SEM) technique was used to analyze the measurement and structural model. Findings Our empirical assessment supports the proposed research hypotheses and further suggests that service quality is a second-order reflective construct comprising navigation and visual design, management and customer service and system reliability and connection quality. Originality/value Prior studies have examined the impact of service quality, perceived usefulness, overall users’ satisfaction and behavioural intention on an information system in general. This study is among the few studies that have attempted to gain insights into 3G users’ post-adoption experience with telecommunications services.

中文翻译：

---

3G部署后用户对电信服务的体验

目的这项研究的目的是检验服务质量，感知有用性和用户认知满意度的影响，以确定第三代（3G）手机用户使用3G电信服务时的行为保留。设计/方法/方法总共从马来西亚巴生谷的3G用户那里收集了243个有效问卷。结合偏最小二乘（PLS）路径建模方法和结构方程建模（SEM; PLS-SEM）技术来分析测量和结构模型。结果我们的经验评估支持所提出的研究假设，并进一步表明服务质量是一种二级反射结构，包括导航和视觉设计，管理和客户服务以及系统可靠性和连接质量。原创性/价值先前的研究已经检查了服务质量，感知有用性，总体用户满意度和行为意图对信息系统的总体影响。这项研究是为数不多的试图对3G用户的电信服务采用后体验进行洞察的研究。