scholarly journals The Role of Mobile Application Acceptance in Shaping E-Customer Service

2021 ◽  
Vol 13 (3) ◽  
pp. 77
Author(s):  
Laith T. Khrais ◽  
Abdullah M. Alghamdi
Keyword(s):  
Customer Service ◽  
Mobile Application ◽  
Mobile Apps ◽  
Rapid Development ◽  
Mobile App ◽  
Ease Of Use ◽  
Adoption Of Technology ◽  
Customer Needs ◽  
Online Retailers

Most retailers are integrating their practices with modern technologies to enhance the effectiveness of their operations. The adoption of technology aims to enable businesses to accurately meet customer needs and expectations. This study focused on examining the role of mobile application (app) acceptance in shaping customer electronic experience. A mixed method was adopted, in which qualitative data were collected using interviews, and quantitative data were gathered using the questionnaires. The results indicate that mobile app acceptance contributes to a positive customer experience while purchasing products and services from online retailers. Mobile apps are associated with benefits, such as convenience, ease of use, and the ability to access various products and services. With the rapid development in technology, e-commerce retailers should leverage such innovations to meet customer needs.

scholarly journals Towards a Scientific Definition of App Marketing – A Practice-Oriented Approach Using Scientific and Grey Literature

2021 ◽  
Vol 2 (1) ◽  
pp. 13-25
Author(s):  
Atilla Wohllebe ◽  
Mario Hillmers
Keyword(s):  
Mobile Apps ◽  
Grey Literature ◽  
Mobile App ◽  
Point Of View ◽  
Practical Point ◽  
Gray Literature ◽  
Definition Of ◽  
Job Ads ◽  
Oriented Approach

The relevance of smartphones and mobile apps has increased significantly in recent years. Increasingly, companies are trying to use mobile apps for their business purposes. Accordingly, the role of app marketing has become more important. Nevertheless, there is no uniform understanding of the term "app marketing". Based on scientific and gray literature, two definitions of "app marketing" are developed. In the narrower sense, app marketing refers to measures aimed at making a mobile app better known and acquiring users i. e. generating app downloads. In the broader sense, app marketing refers to all activities that are used to acquire users for a mobile app, contact them, and encourage them to reach a specified goal. Additionally, based on job ads, an overview of activities in app marketing is provided from a practical point of view. Here, the focus is primarily on paid app install campaigns as well as on monitoring, reporting and analytics.

A Survey on the Use of Mobile Applications for People who Are Visually Impaired

2017 ◽  
Vol 111 (4) ◽  
pp. 307-323 ◽  
Author(s):  
Nora Griffin-Shirley ◽  
Devender R. Banda ◽  
Paul M. Ajuwon ◽  
Jongpil Cheon ◽  
Jaehoon Lee ◽  
...  
Keyword(s):  
Mobile Application ◽  
Online Survey ◽  
Low Vision ◽  
Mobile Apps ◽  
Visual Impairments ◽  
Mobile App ◽  
Adult Group ◽  
Preliminary Information ◽  
Old Adult ◽  
Middle Aged Adult

Introduction The literature indicates that few studies have been conducted with persons with visual impairments (that is, those who are blind or have low vision) concerning mobile application or “app” usage. The current study explores the use of mobile apps with this population globally. Methods A total of 259 participants with visual impairments completed an online survey. Descriptive statistics and bivariate tests were used to examine associations between demographic characteristics and mobile app use. Results The participants rated special apps as useful (95.4%) and accessible (91.1%) tools for individuals with visual impairments. More than 90% of the middle-aged adult group strongly agreed with the practicality of special apps, a significantly higher percentage than was observed in the young and old adult groups. In addition, the participants with low vision considered special apps less accessible than did those with blindness (p < .05). Discussion Results show that persons with visual impairments frequently use apps specifically designed for them to accomplish daily activities. Furthermore, this population is satisfied with mobile apps and would like to see improvements and new apps. Implications for practitioners Developers of apps for individuals with visual impairments need to refine and test the existing apps. Practitioners need to be knowledgeable about app usage so they can provide effective instruction to their students or clients. This study provides preliminary information regarding app usage among persons with visual impairments.

The role of personalization on continuance intention in food service mobile apps

2019 ◽  
Vol 31 (2) ◽  
pp. 734-752 ◽  
Author(s):  
Jee-Won Kang ◽  
Young Namkung
Keyword(s):  
Perceived Risk ◽  
Mobile Apps ◽  
Perceived Value ◽  
Food Service ◽  
Ease Of Use ◽  
Perceived Ease Of Use ◽  
Content Type ◽  
Perceived Benefit ◽  
Privacy Calculus

PurposeThis paper aims to examine consumers’ behaviors toward personalized services offered by branded mobile apps in the food service industry by applying privacy calculus theory and technology acceptance model (TAM). Further, this research identified the moderating role of technology anxiety.Design/methodology/approachAn online survey was carried out to investigate the role of personalization on continuance intention toward branded mobile apps. In total, 348 valid responses were analyzed to test hypotheses using structural equation modeling.FindingsThe results show that personalization had significantly affected perceived benefit, perceived risk and perceived ease of use. Perceived benefit had positive effects on perceived value of disclosure, but perceived risk did not affect perceived value of disclosure. Perceived value of disclosure and perceived ease of use were linked to trust. Trust, in turn, positively affected intentions to use mobile apps. With regard to the moderating effect of technology anxiety, it had a significant moderating impact on the relationship between personalization and perceived risk. However, it did not moderate the relationship between personalization and perceived benefit.Practical implicationsThe findings of this study could provide useful theoretical and practical implications related to the successful implementation of mobile marketing.Originality/valueThis study proposes the integrated model of privacy calculus theory and the TAM for deeper understanding of the customers’ responses toward personalization of branded mobile apps.

Factors Driving Consumer Engagement and Intentions with Gamification of Mobile Apps

2020 ◽  
Vol 18 (2) ◽  
pp. 17-35
Author(s):  
Shampy Kamboj ◽  
Shruti Rana ◽  
Vinayak A. Drave
Keyword(s):  
Mobile Apps ◽  
Mobile App ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Mobile Marketing ◽  
Equation Modeling ◽  
Survey Method ◽  
Perceived Ease Of Use ◽  
Consumer Engagement ◽  
Internet Users

The advent of smartphones revolutionized and took the market to a new level. Now a days, majority of internet users spend their maximum time on smartphones, specifically on mobile apps. The emergence of numerous apps in smartphones with games features has brought about a different trend, mobile app gamification. The emerging popularity of smartphone technologies and their mobile apps have led various companies to engage their consumers with mobile apps, specifically through gamification. Therefore, companies gain consumers attention integrate their mobile marketing into their overall marketing strategy. This study explores the domain of consumer engagement and their intentions through the gamification of mobile apps. The research focuses on how mobile app gamification drives consumer engagement and their intentions drawing upon SDT and TAM. Using survey method data collected from 270 respondents, data analysis was done with structure equation modeling (SEM). The findings assert that various features of gamification of mobile apps (perceived ease of use, perceived usefulness and enjoyment) have a significant influence on consumer engagement. However, convenience was unexpectedly found not to be significantly associated with consumer engagement. Additionally, consumer engagement was found to be associated to smartphone user's intentions to use gamification of mobile apps. The results of present study have theoretical and practical implications.

The moderating role of customer engagement experiences in customer satisfaction–loyalty relationship

2019 ◽  
Vol 53 (7) ◽  
pp. 1278-1310 ◽  
Author(s):  
Rakhi Thakur
Keyword(s):  
Mobile Apps ◽  
Business Environment ◽  
Mobile App ◽  
Customer Engagement ◽  
Content Type ◽  
Digital Platforms ◽  
Quantitative Studies ◽  
Non Linear ◽  
Moderating Role

Purpose This study aims to examine the moderating role of customer engagement experiences in satisfaction–loyalty relationship in the digital business environment. This paper looks at mobile apps for shopping and travel planning to understand these relationships. Design/methodology/approach This paper includes the conceptualization and validation of the proposed relationship through multiple studies. An exploratory qualitative study was conducted to identify the relevant engagement experiences. Subsequently, multiple quantitative studies were conducted to examine the proposed relationships. Findings The effect of satisfaction on continuance intention is stronger among customers with higher levels of engagement. Further, the propensity to provide electronic word of mouth is non-linear in customers with higher levels of engagement and may not vary directly with satisfaction levels. Research limitations/implications The findings of this study contribute to the emerging literature on customer engagement and mobile app-usage domains. Future studies may examine such a relationship in different businesses and on varied digital platforms. Practical implications The findings of this paper may provide actionable insights to marketers, giving them a mechanism to segment customers based on engagement levels and using discretion while focusing on satisfaction levels among different segments. Originality/value This study validates the proposed moderating role of customer engagement in the satisfaction–loyalty relationship. The non-linear relationship between satisfaction and loyalty is also demonstrated.

Service mobile apps: a millennial generation perspective

2018 ◽  
Vol 118 (9) ◽  
pp. 1837-1860 ◽  
Author(s):  
Steven Leon
Keyword(s):  
Technology Acceptance ◽  
Self Efficacy ◽  
Millennial Generation ◽  
Information Quality ◽  
Mobile Apps ◽  
Mobile App ◽  
Ease Of Use ◽  
Perceived Ease Of Use ◽  
Model Framework ◽  
Content Type

Purpose This purpose of this paper is to evaluate Millennials’ intention to use service mobile apps and assess gender as a moderator. Design/methodology/approach An extended technology acceptance model framework that includes information quality and self-efficacy guides this research. PLS-SEM is used to evaluate the data and test the hypotheses. Findings The study reveals that information quality, self-efficacy, perceived ease of use and usefulness, and attitude influence Millennials’ intentions to use service mobile apps. Additionally, gender is found to partially moderate the results. Practical implications Service companies that rely on mobile apps to deliver services ought to consider the disparities among the Millennial generation, increasing the likelihood that Millennial customers will adopt service mobile apps and that they receive acceptable customer experiences. Originality/value This paper examines the factors influencing adoption and use of service mobile apps among Millennials and examines gender as a moderator. Additionally, guidelines for service mobile app design are included.

The relationship between attitude toward using and customer satisfaction with mobile application services

2015 ◽  
Vol 28 (5) ◽  
pp. 680-697 ◽  
Author(s):  
Chen-Ying Lee ◽  
Chih-Hsuan Tsao ◽  
Wan-Chuan Chang
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Technology Acceptance ◽  
Life Insurance ◽  
Mobile Application ◽  
Mobile App ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Content Type ◽  
Life Insurers

Purpose – The methodology of mobile commerce as a significant application for both enterprises and customers are becoming crucial, but few studies discuss the usage attitude toward and customer satisfaction with mobile application (app) services in the life insurance industry. The purpose of this paper is to investigate the effects of attitude toward using life insurers’ mobile app services on customer satisfaction. Design/methodology/approach – The study is based on a questionnaire survey of 538 respondents in Taiwan. The data are analyzed through ANOVA, multiple regression, and path analysis. Findings – The results indicate that all variables significantly and positively affected usage attitude. Among them, compatibility had the most significant influence. In addition, consumers’ perceived usefulness and perceived ease of use positively affected customer satisfaction. Furthermore, the path analysis result demonstrates that usage attitude is the most significant factor for customer satisfaction, and the second-most important factor is the cognition of compatibility’s indirect effect on usage attitude. Originality/value – The paper extends our understanding of the insured’s usage attitude toward and satisfaction with life insurers’ app services by integrating the technology acceptance model and innovation diffusion theory. The results have practical implications for reinforcing customer relationship management and contribute to fulfilling the need for marketing evidence in life insurance.

scholarly journals PNSCares: The android based mobile application to manage student complaints

2020 ◽  
Vol 9 (3) ◽  
pp. 1276-1283
Author(s):  
N. Illias ◽  
N. H. Abdul Hamid ◽  
Z. A. Shaffiei
Keyword(s):  
Mobile Application ◽  
Mobile Apps ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Application Development ◽  
Complaint Handling ◽  
Development Life Cycle ◽  
System Usability Scale ◽  
System Usability ◽  
Mobile Application Development

Managing the complaint is tough to handle, efficient response to the complaints from the customer can be an indicator to measure an organization’s performance. We’ve chosen Politeknik Nilai as one of the institutions that are facing daily complaints from the students and parents. Currently, they are using the manual form to lodge a complaint and receive the feedback via email. In this study, we developed an android based mobile application to manage the students’ complaint. With mobile apps, the management can prevent the loss of complaint forms and keep track of the records. This system will send feedback and notification directly via students’ mobile phone. This study referred to the ten principles for effective complaint handling by Ombudsman. We only referred to eight principles to construct the PNSCares. The methodology used to develop mobile apps is using the Mobile Application Development Life Cycle (MADLC). System Usability Scale (SUS) is used to measure the effectiveness of the mobile apps. The feedbacks from ten respondents on the PNSCares prototype are good with 72 scores in SUS for perceived usefulness and ease of use factor. Based on the result, the prototype is effective and easy to use.

scholarly journals Mobile Application for Tourism

2022 ◽  
Vol 13 (1) ◽  
pp. 0-0
Keyword(s):  
Mobile Application ◽  
Mobile Apps ◽  
Deep Understanding ◽  
Mobile App ◽  
Policy Makers ◽  
Mobile Phone Application ◽  
Software Companies ◽  
Measurement Framework ◽  
Usability Metrics ◽  
Application Developers

The current study developed a proposed mobile app for tourism companies in Egypt and tested its usability. A survey from a group of 53 respondents was conducted based on the mobile app features which were developed by tourists. The proposed mobile app was then tested by using usability measurement framework which was used to test the usability of the app interface and to ensure that this app meets user requirements. Three main usability metrics were employed in this study; effectiveness, efficiency and satisfaction. This study contributes to the current Mobile tourism and Mobile apps literature and offers useful information for ministry of tourism, software companies, mobile application developers and, of course, mobile device users in addition to entrepreneurs, policy makers, practitioners, researchers and educators through providing a clearer view and deep understanding for the issues related to the adoption of tourism-related new mobile phone application in Egypt.

scholarly journals User Acceptance of ‘Let’s Talk Now’ Mobile App for Dysarthric Children

2021 ◽  
Vol 15 (06) ◽  
pp. 91
Author(s):  
Subashini Annamalai ◽  
Yusrita Mohd Yusoff ◽  
Harryizman Harun
Keyword(s):  
Early Intervention ◽  
Neurological Disorder ◽  
Mobile Application ◽  
User Acceptance ◽  
Mobile App ◽  
Ease Of Use ◽  
Motor Speech ◽  
Food And Beverages

<p class="SPIEabstractbodytext">Dysarthria is a neurological disorder that damages of motor speech articulation.Young children who suffered from this disorder have no problem with their cognition, but they have difficulties to speak out their words. They could not have an accurate and smooth communication with their family and friends due to this disorder. Therefore, the purpose of this study is to investigate the user acceptance of an interactive speaking tool in the form of a mobile application named 'Let's Talk Now' which was designed with redundant multimedia elements for the use of dysarthric children aged 3 to 7 years old. This mobile appwas designed and developed as an early intervention to help the dysarthric who are facing problem to communicate and enable them to be understood by others. It focuses on daily usable conversation terms for family, greeting and expressions, places, ordering food and beverages, activities and asking for help. This study involved 15 respondents who are related to dysarthria namely therapists, parents, and teacher of dysarthric children. The 'Let's Talk Now' mobile app’s acceptance was evaluated using the USE (Usefulness, Satisfaction and Ease of Use) Questionnaire (Lund, 2001) which was used to measure its user acceptance. The findings described that all of the respondents agreed that the 'Let's Talk Now' mobile app is usable and suitable in helping the communication between dysarthric children and people.</p>

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