The impacts of smartphone addiction and technostress on customer satisfaction and loyalty

Abstract

As most people use smartphones most of the time, smartphone addiction and technostress are likely to be easily induced. It can be expected that excessive smartphone addiction and technostress will have negative effects on customer satisfaction and loyalty. This study explores the effects of flow and social interaction anxiety on smartphone addiction, and investigates the relationships between addiction, technostress, customer satisfaction and loyalty. A total of 342 valid questionnaires were collected from university students who live in Gyeongnam province in South Korea. Eight hypotheses were examined using SmartPLS software. The findings indicated that flow and social interaction anxiety have positive impacts on smartphone addiction. Smartphone addiction has positive impacts on technostress and customer loyalty but does not affect customer satisfaction. Technostress has a negative effect on customer satisfaction but does not affect customer loyalty. Customer satisfaction is strongly associated with customer loyalty. The implications of these results are discussed and directions for future research are offered. ? 2016 SERSC.