Examining the key factors influencing loyalty and satisfaction toward the smart factory

Abstract

Purpose: The purpose of this study is to investigate the roles of perceived usefulness, top management support and information technology (IT) infrastructure in developing user satisfaction and loyalty in the context of smart factory. Design/methodology/approach: This study gathered the data through a survey of 161 smart factory workers in South Korea. A partial least squares analysis was used to test the measurement and structural models. Findings: The results show that perceived usefulness positively influences satisfaction. In addition, IT infrastructure significantly affects both satisfaction and loyalty. Finally, system quality has a positive impact on perceived usefulness. Research limitations/implications: IT infrastructure facilitates the level of satisfaction and loyalty. System quality enhances the satisfaction via perceived usefulness. Researchers need to examine the nature of IT infrastructure and system quality that will foster satisfaction and loyalty. Future studies can examine the segmented constructs of IT infrastructure to understand the role of IT infrastructure more comprehensively. Practical implications: Firms should invest more in IT infrastructure and pay attention to elevate the level of system quality of smart factory. This research provides managers with guidance concerning how IT infrastructure of firms and system quality of smart factory have positive effects on satisfaction and loyalty. Originality/value: This study contributes to the extant literature on information system (IS), project management, organizational innovation and industrial marketing. This research incorporated system factors, top management support and IT infrastructure to understand satisfaction and loyalty of IS users in the context of smart factory. The findings offer a useful view for integrating insights from different research streams.