The effects of system value and vendor characteristics of telecommunication service for firms on relationship continuity intention via relationaship quality

Abstract

This study planned and verified a research model about an influence that system value and vendor characteristics affect on relationship quality and relationship continuity intention through synthesizing and arranging previous researches about domestic telecommunication service trends and prospects, system quality and vendor characteristic those are antecedents of relationship quality of telecommunication service for business firms, and relationship quality and relationship continuity intention. It aims to provide suggestions through applying relationship marketing concept that is getting important in the field of service to business telecommunication service field. Through this study, it confirmed that low cost, a construct of system value, affect on relationship continuity intention via satisfaction, system quality, a construct of system value, and vendor’s support, a construct of vendor’s characteristic, affect on relationship continuity intention, and vendor’s reputation, a construct of vendor’s characteristic affects on relationship continuity intention via trust.