A study on the antecedents of research facility public usage enhancement : Focusing on service quality, user satisfaction and reuse/recommendation intention in the case of RFID/USN support center

Understanding the antecedents of high public usage of national R&D facilities is a critical issue for both academics and facility managers. Previous researchrelated to general service management has identified service quality and user satisfaction as important antecedents of reuse and recommendation intention. The current paper reports findings from a survey which looked into the impact of service quality dimensions and user satisfaction on reuse and recommendation intention in the field of R&D facility public usage. Findings indicate that service quality appears to be linked to user satisfaction, and user satisfaction to be linked to reuse and recommendation intention. Findings also indicate that user satisfaction played as a mediator on the relationship between service quality and reuse/recommendation intentions in R&D facility public usage domain.