The Effect of Technology-Based Self-Service Characteristics on Repurchase Intention in Mobile Commerce Environment

2021 ◽  
Vol 22 (1) ◽  
pp. 160-188
Author(s):  
Myoungsup Kang ◽  
Chaehyun Lee ◽  
Jeongil Choi
Keyword(s):  
Mobile Commerce ◽  
Repurchase Intention ◽  
Service Characteristics ◽  
Self Service

What promotes smartphone-based mobile commerce? Mobile-specific and self-service characteristics

2018 ◽  
Vol 28 (1) ◽  
pp. 105-122 ◽  
Author(s):  
Sujeong Choi
Keyword(s):  
Technology Acceptance ◽  
Structural Equation ◽  
User Behavior ◽  
Mobile Commerce ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Content Type ◽  
User Control ◽  
Utilitarian Value ◽  
Self Service

Purpose Given that smartphones are widely used as a key means for mobile commerce, the purpose of this paper is to provide in-depth understanding of determinants of the utilitarian value that customers seek to obtain from using smartphone-based mobile commerce. Drawing on the technology acceptance model (TAM), the study proposes that usefulness and ease of use are two typical factors representing utilitarian value and verifies their impacts on smartphone-based m-commerce use. Moreover, the paper expands the TAM by considering mobile-specific characteristics (i.e. service ubiquity and location-based service (LBS)) and a self-service technology (SST) characteristic (i.e. user control) as determinants of utilitarian value. Design/methodology/approach The study entailed conducting a survey, and analyses were conducted based on a total of 379 responses from undergraduate and graduate students who had experience using smartphones for mobile commerce. The analyses used structural equation modeling to test the research model and hypotheses. Findings First, in the context of the various technologies-involved m-commerce, TAM serves as a theoretical lens to predict user behavior. Second, usefulness is greatly increased by service ubiquity, LBS, and user control. Third, ease of use is enhanced by service ubiquity and user control. Finally, ease of use is a determinant of usefulness. Originality/value The findings imply that mobile-specific and SST characteristics are the key determinants of utilitarian value in performance-oriented mobile commerce, and utilitarian value is a key determinant of smartphone-based mobile commerce use.

E-Commerce in Developing Countries

2008 ◽  
pp. 172-179
Author(s):  
Janet Toland
Keyword(s):  
Developing Countries ◽  
Public Sector ◽  
Internet Access ◽  
Mobile Commerce ◽  
Handheld Devices ◽  
The Internet ◽  
The Public ◽  
The World ◽  
Self Service ◽  
Fixed Line

Internet access in developing countries is growing rapidly. Developing countries accounted for one-third of Internet users worldwide by the end of 2003, and the catch up rate is getting faster. Between 2000 and 2003, developing countries increased their share of the Internet population of the world by nearly 50%. This has led some commentators, such as World Bank to claim that initiatives to close the digital divide are no longer relevant (Atkins, 2005). However, most residents of these countries still have no access to the Internet. For example, Internet access in Africa is less than two percent in a population of more than 900 million; the lowest rate of access in the world (Dunphy, 2000, UNCTAD 2004). E-commerce, e-government, and mobile commerce provide significant opportunities for developing countries, but their adoption will be slowed by technological, cultural, economic, political, and legal problems (Davis, 1999; Enns & Huff, 1999). Differences in e-readiness and related barriers to e-commerce will sustain substantial differences between regions of the world, between countries within regions, between urban and rural areas within countries, and between the genders and age groups. Different opinions exist as to what benefits the use of information and communication technologies (ICTs) can offer developing countries. Do they provide developing countries with the opportunity to “leapfrog” ahead, skipping over certain stages of infrastructure development? Or do ICTs simply widen the gulf between the developed and the developing world even further (Economist, 2005)? The World Summit on the Information Society (WSIS) views ICTs as enabling technologies that can improve the quality of life for citizens of developing countries. Whereas Bill Gates view is that ICTs can provide little benefit to developing countries until more basic needs like clean water, health, and education have been met. In spite of this lack of agreement the reality is that if a basic communications infrastructure is available, options do exist to utilize e-commerce in developing countries. This article explores the potential opportunities that these technologies offer, and considers the barriers to uptake. E-commerce involves buying and selling goods and services within an electronic marketplace, and also servicing customers, collaborating with business partners, and conducting electronic transactions within an organization (Turban, McLean, & Wetherbe, 2004). E-commerce can take place between one business and another (Business-to-business), and between a business and its customers (business-to-consumer). E-government is the application of e-commerce technologies to the public sector. Developments in e-government have opened up the potential for governments worldwide to improve the services they offer to their citizens. A move towards e-government offers particular advantages to developing countries that may have difficulties interacting with their citizens through more traditional communication channels. E-government consists of two separate areas. First, it is concerned with changing internal government operations, inasmuch as information technology is used to support cooperation among government agencies (government-to-government). Second, it is used to support external government operations, in particular the interactions between citizens and companies, and the public sector, on a self-service basis (government-to-citizen) (Howle, 2003). Mobile commerce offers the potential to bypass inadequate landline telecommunications infrastructure. Growth in the number of mobile telephone users worldwide has expanded from 50 million in 1998 to over 1.3 billion by 2004 (Turban et al., 2004). Wireless technologies have taken off even in relatively low-income areas of the world, where prepaid cards allow access without having to pass a creditworthiness check. At the end of 2003, Africa had more than 50 million mobile device users, whilst the number of fixed line telephone subscribers stood at only 25.1 million (ITU, 2004). Similar trends have been observed in Latin America and Asia, where handheld devices enable users to overcome the difficulties caused by low fixed line penetrations.

Personalization and Customer Satisfaction in Mobile Commerce

2011 ◽  
pp. 914-918
Author(s):  
HY Sonya Hsu ◽  
Songpol Kulviwat
Keyword(s):  
Customer Satisfaction ◽  
Mobile Phones ◽  
User Satisfaction ◽  
Mobile Commerce ◽  
Handheld Computers ◽  
Customer Relationship ◽  
Personal Digital Assistants ◽  
Customer Information ◽  
Use Of Technology ◽  
Self Service

he advancement of wireless technology facilitates both consumers’ activities and business transactions. With the rapid proliferation and widespread use of mobile devices, including mobile phones, personal digital assistants (PDAs), and handheld computers, mobile commerce or m-commerce is widely considered to be a driving force for the next generation of electronic commerce (e-commerce). According to Jupiter Research, the m-commerce industry is expected to be US$22 billion globally by 2005. However, to date many promising technologies—especially m-commerce applications—have failed with the notable exceptions of i-Mode service and short messaging service (SMS). Popular “i-Mode”, produced by NTT DoCoMo of Japan, is a service that enables wireless Web browsing and e-mail from mobile phones. The “i-Mode service” has been the first successful commercial introduction of 3G (third-generation) mobile applications. It exceeded expectations and acquired over 30 million profitable users in a three-year period (Cohen, 2002). One of the main goals of most operators might be building customer satisfaction and loyalty by providing one or more ‘killer apps’ to them. One way is to integrate customer relationship management (CRM) into the development of mobile services’ applications. Some firms have tried to target these applications to their customers on an individualized basis. “Personalization” may be the way to achieve that. Specifically, personalization can be regarded as the use of technology and user/customer information to match multimedia content with individual needs with the goal of producing user satisfaction. Personalization can be presented by an IP services framework that allows operators and subscribers through self-service provisioning approaches to control the types of service and applications they want and are willing to buy. The purpose of this article is to develop a deeper understanding of personalization, with an emphasis on those factors that lead to customer satisfaction and/or delight. Specifically, this article presents factors contributing to consequences derived from using personalized applications and services in m-commerce.

scholarly journals The Effect of Airport Self-Service Characteristics on Passengers’ Perceived Value, Satisfaction, and Behavioral Intention: Based on the SOR Model

2019 ◽  
Vol 11 (19) ◽  
pp. 5352 ◽  
Author(s):  
Jong-Hyeon Kim ◽  
Jin-Woo Park
Keyword(s):  
Structural Equation Modeling ◽  
Waiting Time ◽  
Behavioral Intention ◽  
Structural Equation ◽  
Equation Modeling ◽  
Moderating Effects ◽  
Service Characteristics ◽  
International Airport ◽  
Perceived Values ◽  
Self Service

This paper analyzes the effects of airport self-service characteristics on behavioral intention through the perceived values and satisfaction in passengers based on the Stimulus-Organism-Response (SOR) model. For this purpose, a survey was conducted with passengers having used self-service technologies (SSTs) at Incheon International Airport. A total of 400 questionnaires were then analyzed using structural equation modeling. Four SST factors—functionality, enjoyment, customization, and convenience—were found to have significant effects on behavioral intention through the perceived values and customer satisfaction. As for the moderating effects of self-efficacy and waiting time, significant differences were found in the effects of the airport self-service characteristics. The results of this study are expected to be useful as basic data to aid strategies to develop and improve SSTs at Incheon International Airport.

Personalization and Customer Satisfaction in Mobile Commerce

2011 ◽  
pp. 1058-1065
Author(s):  
HY Sonya Hsu ◽  
Songpol Kulviwat
Keyword(s):  
Customer Satisfaction ◽  
Mobile Phones ◽  
User Satisfaction ◽  
Mobile Commerce ◽  
Handheld Computers ◽  
Customer Relationship ◽  
Personal Digital Assistants ◽  
Customer Information ◽  
Use Of Technology ◽  
Self Service

he advancement of wireless technology facilitates both consumers’ activities and business transactions. With the rapid proliferation and widespread use of mobile devices, including mobile phones, personal digital assistants (PDAs), and handheld computers, mobile commerce or m-commerce is widely considered to be a driving force for the next generation of electronic commerce (e-commerce). According to Jupiter Research, the m-commerce industry is expected to be US$22 billion globally by 2005. However, to date many promising technologies—especially m-commerce applications—have failed with the notable exceptions of i-Mode service and short messaging service (SMS). Popular “i-Mode”, produced by NTT DoCoMo of Japan, is a service that enables wireless Web browsing and e-mail from mobile phones. The “i-Mode service” has been the first successful commercial introduction of 3G (third-generation) mobile applications. It exceeded expectations and acquired over 30 million profitable users in a three-year period (Cohen, 2002). One of the main goals of most operators might be building customer satisfaction and loyalty by providing one or more ‘killer apps’ to them. One way is to integrate customer relationship management (CRM) into the development of mobile services’ applications. Some firms have tried to target these applications to their customers on an individualized basis. “Personalization” may be the way to achieve that. Specifically, personalization can be regarded as the use of technology and user/customer information to match multimedia content with individual needs with the goal of producing user satisfaction. Personalization can be presented by an IP services framework that allows operators and subscribers through self-service provisioning approaches to control the types of service and applications they want and are willing to buy. The purpose of this article is to develop a deeper understanding of personalization, with an emphasis on those factors that lead to customer satisfaction and/or delight. Specifically, this article presents factors contributing to consequences derived from using personalized applications and services in m-commerce.

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