An examination of the determinants of customer loyalty in mobile commerce contexts

Evaluating customer perspectives on omnichannel shopping satisfaction in the fashion retail sector

The effective implementation of omnichannel commerce can fundamentally alter how consumers shop online. This study attempted to understand Thai consumers' omnichannel fashion retail purchasing activities. The objectives of the study were to investigate the determinants shaping omnichannel customer experiences within the fashion retail industry and to examine the impact of omnichannel customer experiences on customer satisfaction within the Thai retail industry. The research utilized the Unified Theory of Acceptance and Use of Technology (UTAUT) model to analyze the effects of omnichannels on purchasing behaviors and levels of satisfaction of consumers. The study employed a survey research design, applying simple random sampling to select 509 respondents with omnichannel shopping experience in the clothing and fashion. The respondent data was analyzed using structural equation modeling utilizing the Amos software version 24. Analyzing the results revealed a significant correlation between omnichannel shopping and customer satisfaction in fashion retail shopping. Perceived ease of use, perceived enjoyment, integrated promotions, integrated customer service, and integrated transactions were all found to influence omnichannel experiences favorably. The findings suggest that fashion retailers prioritize customer satisfaction by enhancing their omnichannel experiences through better coordination and synchronization of their different customer service channels.

Impact of health science popularization videos on user perceived value and continuous usage intention: based on the C-A-C and ECM model framework

Objective

To enhance individuals' sustained intention to use health science popularization videos, this study investigated the path relationships and influencing mechanisms of health science popularization video factors on users' perceived value, expectancy confirmation, enjoyment, satisfaction, trust, and continuous usage intention based on the cognitive-affective-conative and expectation-confirmation model theoretical framework.

Methods

This study adopted a cross-sectional design and collected data using self-administered questionnaires. The hypotheses were analyzed using the smart partial least squares (Smart-PLS) structural equation modeling method with a dataset containing 503 valid responses. Subsequently, comprehensive data analysis was conducted.

Results

Blogger and video quality factors present in health science popularization videos substantially influenced users' perceived value (p < 0.001). Furthermore, users' expectancy confirmation exerted a positive influence on both users' perceived value (p < 0.001) and satisfaction (p < 0.01). Perceived value, in turn, positively impacted satisfaction (p < 0.001) and pleasure (p < 0.001). User satisfaction (p < 0.001) and pleasure (p < 0.001) directly enhanced trust, which, in turn, significantly and directly impacted continuous usage intention (p < 0.001).

Discussion

This study offers both theoretical and practical insights into enhancing the quality of health science popularization videos. From a theoretical perspective, it expands upon the cognitive-affective-conative and expectation-confirmation model theoretical frameworks, enriches the theoretical model, and offers theoretical references for future research in this domain. From a practical perspective, enhancing the overall quality of health science popularization content significantly influences users' perceived value, emotional engagement, and continued usage intention to engage with the content.

Analyzing ChatGPT adoption drivers with the TOEK framework

With the rapid advancements in AI technology and its growing impact on various aspects of daily life, understanding the factors that influence users' adoption intention becomes essential. This study focuses on the determinants affecting the adoption intention of ChatGPT, an AI-driven language model, among university students. The research extends the Technology-Organization-Environment (TOE) framework by integrating the concept of knowledge application. A cross-sectional research design was employed, gathering data through a survey conducted to university students. Structural equation modeling was used to analyze the data, aimed at examining the relationships between key determinants influencing adoption intention. The findings of this research indicate that factors such as network quality, accessibility, and system responsiveness contribute to satisfaction. Furthermore, satisfaction, organizational culture, social influence, and knowledge application significantly affect adoption intention. These findings offer both theoretical and practical implications.

The Influence of Relational Benefits on Behavioral Intention and the Moderating Role of Habit: A Study in a Personal Service Business

The intention to repurchase is a key component in relationship marketing. However, minimal attention has been paid to how customers' habitual behavior moderates the relationship between customers' evaluation of benefits received from a service provider and the intention to revisit, specifically in a personal service business where customer-service provider interactions likely constitute the core of a sustainable relationship. To address this gap, the current study proposes and tests a comprehensive model to advance the theory of relationship marketing (RM) and additionally contributes to social exchange theory (SET), as well as the theory of repurchase decision making (TRD), in the business service context. Structural equation modeling (SEM) was employed to examine the relationships of the research model. Based on data collected from 482 customers on their perceptions of hairstylists, the empirical findings revealed that relational benefits significantly affect post-experience behavior, satisfaction, trust, and relationship commitment, and subsequently boost the intention to revisit. Furthermore, habit as an unconscious factor moderates the paths between revisiting intention and its determinants. Although several limitations exist, the findings practically and theoretically contribute to the literature on relationship marketing.

Studying the dimensions of m-interactivity and customers' engagement in m-commerce applications

These days, technology has a significant role in the success of selling and buying goods through m-commerce applications. Therefore, this study aims to study the impact of dimensions of M-interactivity on customers' engagement in m-commerce and the effect of customers' attention in m-commerce on customer loyalty towards m-commerce applications. The questionnaire was distributed among Saudi citizens. The five hundred questionnaire links were distributed randomly among Saudi citizens. The partial least squares (PLS) were implemented to analyse the data to test the proposed hypotheses and get the rest of the results. The results revealed that the questionnaire used in this study was valid and reliable. Also, it revealed that active control, connectedness, responsiveness, and synchronicity positively impact customers' engagement in m-commerce applications. Furthermore, it showed that ubiquitous connectivity and personalization do not positively impact customers' attention in m-commerce. In addition, the results revealed that customer engagement positively impacts customer loyalty (LO) in m-commerce applications.

Design, development, utility and usability testing of the EMPOWER-SUSTAIN Self-Management Mobile App© among primary care physicians and patients with metabolic syndrome

Objective

This study aimed to design, develop, assess and refine the EMPOWER-SUSTAIN Self-Management Mobile App© among primary care physicians (PCP) and patients with metabolic syndrome (MetS) in primary care.

Methodology

Using the software-development-life-cycle (SDLC) iterative model, storyboard and wireframe were drafted; and a mock prototype was designed to illustrate the content and function graphically. Subsequently, a working prototype was developed. Qualitative studies using the 'think-aloud' and cognitive-task-analysis methods were conducted for the utility and usability testing. Topic guide was based on the 10-Nielsen's-Heuristic-Principles. Utility testing was conducted among PCP in which they 'thought-aloud' while performing tasks using the mobile app. Usability testing was conducted among MetS patients after they were given the app for 3 weeks. They 'thought-aloud' while performing tasks using the app. Interviews were audio- and video-recorded, and transcribed verbatim. Thematic content analysis was performed.

Result

Seven PCP and nine patients participated in the utility and usability testing, respectively. Six themes (efficiency of use, user control and freedom, appearance and aesthetic features, clinical content, error prevention, and help and documentation) emerged. PCP found the mobile app attractive and relevant sections were easy to find. They suggested adding 'zoom/swipe' functions and some parts needed bigger fonts. Patients commented that the app was user-friendly, has nice interface, and straightforward language. It helped them understand their health better. Based on these findings, the mobile app was refined.

Conclusion

This app was produced using a robust SDLC method to increase users' satisfaction and sustainability of its use. It could potentially improve self-management behaviour among MetS patients in primary care.

Evaluating the Perceived Quality of Mobile Banking Applications in Croatia: An Empirical Study

Mobile banking is nowadays a standard service provided by banks worldwide because it adds convenience for people. There is no more rushing to a bank or waiting in lines for a simple transaction that can be conducted from anywhere and at any time in the blink of an eye. To be consumed by a respective amount of bank clients regularly, mobile banking applications are required to be continuously improved and updated, be in line with recent security standards, and meet quality requirements. This paper tackles the perceived quality of mobile banking applications that are most commonly used in Croatia and has three objectives in that respect. The first one is to identify the extent to which pragmatic and hedonic dimensions of quality contribute to customers’ satisfaction and their behavioral intentions related to the continuous use of mobile banking applications. The second one is to determine if there are significant differences in the perceived quality between users of diverse mobile banking applications as well as between users who belong to different age groups. The last one is to uncover the advantages and disadvantages of evaluated mobile banking applications. For this purpose, an empirical study was carried out, during which data were collected with an online questionnaire. The sample was composed of 130 participants who are representative and regular users of mobile banking applications. The psychometric features of the proposed research model, which represents an interplay of perceived quality attributes, were tested using the partial least squares structural equation modeling (PLS-SEM) method. Differences in the perceived quality among different mobile banking applications and customers of various age groups were explored with Kruskal–Wallis tests. Pros and cons of mobile banking applications were identified with the help of descriptive statistics. Study findings indicate that, in the context of mobile banking applications used in Croatia, feedback quality and responsiveness contribute to the ease of use, usefulness is affected by both ease of use and efficiency, responsiveness has a significant impact on efficiency while ease of use, usefulness, and security of personal data are predictors of customers’ satisfaction which in turn influences their behavioral intentions. While no significant difference exists in the perceived quality of four examined mobile banking applications, we found a significant difference in the perceived quality among three age groups of users of mobile banking applications. The most commonly reported advantages of mobile banking applications were related to facets of their efficiency and usefulness, whereas their main drawback appeared to be the lack of features dealing with the personalization of offered services. The reported and discussed results of an empirical study can be used as a set of guidelines for future advances in the evaluation and design of mobile banking applications.

Exploring smart retailing: anthropomorphism in voice shopping of smart speaker

Purpose

The purpose of this paper is to investigate the effects of anthropomorphism and identify factors related to adopting voice shopping on smart speakers.

Design/methodology/approach

Progress in partial least squares structural equation modeling (PLS-SEM) approach is used to test the proposed research framework regarding anthropomorphism and user perceptions on voice shopping via smart speakers. Individuals' responses to questions about attitude and intention to use voice shopping via smart speakers were collected and analyzed.

Findings

The results showed that anthropomorphism had a positive influence on satisfaction, which, in turn, had a positive impact on intention to adopt voice shopping, and customers had positive opinions regarding smart speakers.

Research limitations/implications

This study only reflects a younger perspective on smart speaker voice shopping. This study identified the characteristics of smart speakers that increase customers' intention to purchase, which can be used to formulate sales strategies and management guidelines.

Practical implications

This research provided a new perspective to enable practitioners to promote smart speakers for voice shopping. Smart speaker manufacturers can utilize the findings of this research to improve the system design of smart speakers to further facilitate voice shopping.

Originality/value

Unlike previous studies, which focused on product attributes of smart speakers or voice shopping experiences, this study provided a clear picture of how the anthropomorphic feature of smart speakers affects customers' intention to adopt voice shopping.

Examining predictors of digital library use: an application of the information system success model

Purpose

Digital libraries are not only an assortment of information assets yet have turned into a digital community for correspondence, searching and electronic learning. Also, economically the investment in terms of money, time, energy and manpower associated with the development of effective digital library (DL) systems demands high utilization of these resources. This study aims to explore the factors that affect the utilization of digital libraries and may lead to users’ satisfaction and finally high exposure to information systems like digital libraries. However, these factors may work differently in different cultures. Considering this fact, DeLone and McLean’s IS success model (ISSM) is tested and expanded in a local academic context.

Design/methodology/approach

Following the quantitative research design, a total of 355 responses were collected through a questionnaire-based survey. Research scholars of the University of Punjab, Lahore, Pakistan were the reviewed population of this study. A two-stage stratified random sampling method was used to choose the sample. Structural equation modelling is used to find out the nature and extent of the relationship among studied variables.

Findings

The findings confirm that service quality is the strong predictor of DL system use, whereas overall users’ satisfaction mediates the relationship between the predictors (content and service quality) and the outcome variable (use).

Originality/value

This work done is the first main endeavour to use the “Information System Success” theories to intervene and mediate the effect of content, IQ, system quality and service quality on the use of DL in the local context.

Evolution of modified TAM associated with e-banking services adoption: a systematic PRISMA review from 1975 to 2021

Purpose

This paper aims to review and highlight the gaps in the research streams of the technological acceptance model (TAM) associated with e-banking services. The introduction of TAM as a decision-making process from individual and organizational perspectives is the core purpose of this paper.

Design/methodology/approach

This study is based on concept-centric reviews and synthesizing of previous research. Data are extracted from a systematic literature review published from 1975 to 2021 under the preferred reporting items for systematic review and meta-analyses statement.

Findings

This review explored that theory of reasoned action and theory of planned behavior are the basic theories proceeding to TAM evolution. TAM has been extended to its three versions, which are designed and modified for different contexts and cultures. Previously, the risk-return approach, theory of trust and perceived value were the major constructs or modifications in TAM. Now, TAM has been designed for measuring customers’ perception of any technological advancement.

Research limitations/implications

This review is limited to major additive constructs in modified TAM concerning e-banking services, which can be expanded to different cultures and contexts. This study sketched TAM as a decision-making model associated with the factors influencing any technological advancement. So, the proposed conceptual framework is applicable for the behavioral analysis of technological adoption from individual and organizational perspectives in any field.

Originality/value

This review designed a bi-dimensional conceptual model of TAM as a decision-making process for e-services that has not been identified yet in any study from organizations’ and customers’ perspectives.

The Effect of Value Innovation in the Superior Performance and Sustainable Growth of Telecommunications Sector: Mediation Effect of Customer Satisfaction and Loyalty

The telecommunications industry has recognized innovation as the key to growth and survival. Globalization, liberalization, and privatization, the terms most commonly associated with this sector, have resulted in fierce competition, making it more difficult for telecommunications firms to increase their market share and, as a result, their customer base, sales volume, and, ultimately, profits. The new success strategy is differentiation through innovation, with the aim of breaking out of the competition and creating an uncontested market. This can be accomplished by providing high-value, innovative services that result in customer satisfaction and promote customer loyalty. The primary goal of this study was to create and validate a conceptual model of value innovation and its impact on firm performance and long-term growth by examining the mediation effect of customer satisfaction and loyalty. The empirical analysis results were based on 304 respondents who completed a paper-based survey provided to employees of Yemeni mobile service providers using a convenience non-probability sampling technique. SmartPLS 3 was used to test the hypothesized relationships using partial least squares structural equation modeling (PLS-PM). As a result, the findings empirically validated the theoretical research model, confirming the importance of the value innovation approach to achieving company performance and long-term growth by promoting customer satisfaction and loyalty. Finally, we have provided a discussion of the study’s theoretical contributions, managerial implications, and future research directions.

Mobile Shopping during COVID-19: The Effect of Hedonic Experience on Brand Conspicuousness, Brand Identity and Associated Behavior

COVID-19 has impacted economic and social conditions around the globe. In a post-pandemic world, the labor models have been shifting in favor of working from home and shopping toward online purchasing through mobile devices. The pandemic has, in addition to disrupting the world economy, triggered changes in consumer behavior that require a rethinking of marketing efforts from the consumer's perspective and a fundamental shift in branding strategies and managerial thinking. This paper expanded the understanding of the mobile consumer behavior of Generation Z consumers in China by examining the changes in their behavior in response to the pandemic. We used a structural equation model (SEM) to show that, in mobile shopping, the hedonic experience has played an essential role in signaling brand conspicuousness and product aesthetics, in turn promoting brand identity and associated behavioral reactions. The paper concludes with a discussion of the implications of these changes for branding identity and brand management.

The Effects of CSR on Tourist Loyalty Toward Rural Hospitality Enterprises and the Moderating Effects of Religiosity

Corporate social responsibility (CSR) plays an important role in hospitality industry due to its effects on tourist loyalty. This article seeks to develop and empirically test a comprehensive framework to examine the indirect influence of CSR dimensions on tourist loyalty through the mediation of satisfaction and trust as well as the moderating effects of religiosity. Using SEM to analyse the data collected from a sample of 2600 tourists, the results indicate that CSR has indirect influence on tourist loyalty through tourist satisfaction and trust. This study confirms that satisfaction and trust partially or fully mediate the effect of the four CSR dimensions on tourist loyalty. This outcome indicates that CSR create tourist trust and satisfaction, which in turn, builds tourist loyalty. Furthermore, religiosity plays an important role in understanding tourist loyalty and behaviour toward rural hospitality enterprises. The findings offer important implications for tourism and hospitality companies and are likely to stimulate further research in the area of rural hospitality.

Marketing research on Mobile apps: past, present and future

We present an integrative review of existing marketing research on mobile apps, clarifying and expanding what is known around how apps shape customer experiences and value across iterative customer journeys, leading to the attainment of competitive advantage, via apps (in instances of apps attached to an existing brand) and for apps (when the app is the brand). To synthetize relevant knowledge, we integrate different conceptual bases into a unified framework, which simplifies the results of an in-depth bibliographic analysis of 471 studies. The synthesis advances marketing research by combining customer experience, customer journey, value creation and co-creation, digital customer orientation, market orientation, and competitive advantage. This integration of knowledge also furthers scientific marketing research on apps, facilitating future developments on the topic and promoting expertise exchange between academia and industry.

M-shopping service quality dimensions and their effects on customer trust and loyalty: an empirical study

Purpose

The present study seeks to identify the salient mobile shopping (m-shopping) service quality dimensions as perceived by mobile shoppers (m-shoppers) and examines the linkages between the derived m-shopping service quality dimensions, customer trust and customer loyalty.

Design/methodology/approach

The research instrument is developed based upon the mostly validated measures of prior studies. A pretest of the questionnaire is conducted to assess the content validity of the measurement scales. An online survey is used to collect the required data. We employ structural equation modeling (SEM) to analyze data collected from 286 m-shoppers.

Findings

We identify five key m-shopping service quality dimensions: responsiveness, personalization, ease of use, aesthetics and perceived risk based on an extensive review of relevant literature. The SEM results show that all the five m-shopping service quality dimensions significantly impact, directly and/or indirectly, customer loyalty. Moreover, the results show that trust plays a partial mediating role in the effects of responsiveness and personalization on loyalty; a full mediating role in the effects of aesthetics and perceived risk on loyalty and no mediating role in the effect of ease of use on loyalty.

Practical implications

Mobile retailers (m-retailers) can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Based on their quality assessment, m-retailers can effectively allocate corporate resources to the important service quality attributes uncovered by this study, thereby improving their overall service quality performance and in turn expanding their loyal customer base.

Originality/value

Prior studies have demonstrated that service quality and customer trust play a pivotal role in enhancing customer loyalty in both offline and online settings. Unfortunately, no research has empirically examined the relationships between service quality dimensions, trust and loyalty in the context of m-shopping. Therefore, a major contribution of this study is to address this research gap and add knowledge to the limited body of post-adoption m-shopping research.

Impact of Digitalization on Customers' Well-Being in the Pandemic Period: Challenges and Opportunities for the Retail Industry

Order increases, supply chain disruptions, changing customer behavior, store closures, and more that have been caused by the coronavirus epidemic (COVID-19) will undoubtedly affect the online commerce forms of business. The coronavirus pandemic has a significant impact on digitalization and customer experience and well-being in mobile commerce. Since the beginning of the coronavirus pandemic, online sales and the number of online shoppers using wireless internet-enabled devices have increased tremendously. The article develops, an experimental study that captures COVID-19 and digital commerce's impact in terms of customers' experience and well-being during the pandemic period. The study explores the synergy between technology evolution and the effects of the COVID-19 pandemic on customers' behavior based on survey data collection and the technology acceptance model (TAM). The results reveal that, for millennials, digital commerce seems to be the typical way of shopping and paying in the pandemic period since the oldest generations adopted in a smaller proportion the use of mobile devices for shopping and payments. Besides, retailers are confronted with great challenges raised by millennials' expectations. The result confirms four of the six hypotheses based on the technology acceptance model (TAM). As a result, it shows that the easiness of use, trust, mobility, and customer involvement influences the behavioral intention of the customer to use mobile commerce, and that usefulness and customization does not influence the behavioral intention.

The impact of service quality, trust and satisfaction on young citizen loyalty towards government e-services

Purpose

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.

Design/methodology/approach

The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

Findings

The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

Originality/value

This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery

Purpose

The purpose of this study is to examine the impact of the relationship quality on customer loyalty. The moderating role played by online service recovery in this study is further discussed.

Design/methodology/approach

A quantitative Web-based survey study was conducted to statistically test these relationships among relationship quality, service recovery and customer loyalty. Data collected from 183 respondents were taken for analysis through partial least squares.

Findings

The findings reveal that relationship quality has significant influence on customer loyalty, whereas service recovery has moderated effect on the relationship between relationship quality and customer loyalty.

Research limitations/implications

The respondents of this study were recruited from online panels; thus, a purposive sample could be a biased indication of the characteristics of the actual population. Therefore, it is suggested that future researchers enroll subjects from a statistical population that accurately represents the entire population and, in addition, that they collect more responses to increase the generalizability of the findings.

Practical implications

Because failures in service delivery are inevitable, recovery of such encounters thus represents a significant challenge for service firms. Hence, this study proposes concrete suggestions for firms to manage and operate e-commerce websites, as well as to enhance relationship quality and customer loyalty.

Originality/value

Service failures have been the bane of e-commerce, compelling customers to either abandon transactions entirely or switch to a physical competitor. Many firms have realized the importance of maintaining strong relationships with customers to enhance their loyalty. However, previous literature has a few studies conducted on the relationships among service recovery, relationship quality and customer loyalty in the e-commerce context. Therefore, it is meaningful to identify these relationships.

Enhancing the Sneakers Shopping Experience through Virtual Fitting Using Augmented Reality

The fashion industry is undergoing a digital transformation due to the emergence of new shopping channels and external factors such as the COVID-19 pandemic. This study examined the relationship between virtual fitting (VF) experience satisfaction, brand advocacy, mobile purchase intention, and offline purchase intention from an omnichannel perspective to understand how VF based on augmented reality (AR) impacts the customer purchase journey. The study also investigated the moderating effect of a customer’s product involvement, which is a personal characteristic. The results reveal that high satisfaction with the VF experience had a positive effect only on mobile purchase intentions. Brand advocacy formed after the VF experience had a positive effect on both mobile and offline purchase intentions and showed a mediating effect in the relationship between VF experience satisfaction and purchase intention. The moderating effect of product involvement was also confirmed. Moreover, a significantly negative influence of VF experience satisfaction on offline purchase intention was detected for customers who were more involved in sneakers products. These results indicate that VF, which is used as a tool in shopping apps, can achieve customer satisfaction and drive mobile purchases, thus leading to offline purchases based on brand advocacy.

Sustainable Management of Sports Federations: The Indirect Effects of Perceived Service on Member’s Loyalty

Sports federations are non-profit organizations that compete for members and resources. These organizations are obliged to cooperate on the environment, nature conservation, and sustainability together with other public bodies. Given this situation and the necessity to differentiate themselves from commercial sports providers, it is essential for sports federations to create loyalty. The objective of this article is to provide an in-depth study of the variables that explain federation members’ loyalty, which is the best tool for federations to meet their sustainable and non-profit objectives. Having made an exhaustive review of the literature on loyalty, an empirical study is made of the loyalty antecedents (service quality, satisfaction, trust, and commitment), using a questionnaire of members of all of Spain’s karate federations. This empirical study has led to a model of structural equations that gives a perfect explanation of loyalty based on the relationships between the various variables, starting with service quality and considering the other variables to be mediating variables between service quality and loyalty. Furthermore, the findings show that service quality is the best option for improving member loyalty through some of the mediators proposed.

Continuance intention of baby boomer and X generation as new users of digital payment during COVID-19 pandemic using UTAUT2

The emergence of social distancing and stay at home regulations during the COVID-19 pandemic directly affects people’s lifestyle, including baby boomers and X generation. Many of them have started using digital payments for online or offline transactions to minimize contact with others. This study aims to analyze the continuance intention of the baby boomers and X generation toward the use of digital payments using UTAUT2 (Unified Theory of Acceptance Technology). Data were collected from 320 users with an age range of 40–74 who had just started using digital payments during this pandemic. Structural equation modeling has been used to analyze the data. The result indicates that UTAUT indicators positively affect user satisfaction. User satisfaction positively affects inertia. Overall satisfaction and inertia positively affect continuance intention. Therefore, digital payment companies and banks with digital services can expand their target market beyond Millennials and pay more attention to the older generation like baby boomers and X generation. Managers can find the results of this study useful and beneficial to develop their marketing strategy and take advantage of this situation to increase digital payment users to a broader age range.

Examining the influence of satisfaction and regret on online shoppers' post-purchase behaviour

Purpose

The present research has used the expectancy–confirmation model along with the regret theory to examine the influence of six e-retailers' characteristics and confirmation on shoppers' satisfaction or regret. Further, the effect of these two cognitive constructs has been investigated on consumers' post-purchase behaviour like the intention to write reviews, repurchase intentions and brand-switching behaviour.

Design/methodology/approach

Extensive review of the literature was undertaken to identify the related factors. Data were collected using the survey instrument from 367 respondents. Structural equation modelling using Amos 22.0 was carried out for analysing the data.

Findings

The findings from the data collected from 367 respondents include the significant influence of price transparency, service quality and firms’ sincerity on shoppers' satisfaction.

Originality/value

Contrary to expectations, it is observed that product assortment, product quality and quality of personalisation did not have any such influence. Also, a firm's sincerity is the only factor that influenced regret. The noticeable outcome of the study pertains to the fact that online reviews are only provided by satisfied shoppers and not shoppers who regret. Rather, such regretting customers prefer switching to the alternative brand(s) and are less inclined to repurchase.

Demystifying the First-Time Experience of Mobile Games: The Presence of a Tutorial Has a Positive Impact on Non-Expert Players’ Flow and Continuous-Use Intentions

The purpose of video game tutorials is to help players easily understand new game mechanics and thereby facilitate chances of early engagement with the main contents of one’s game. The mobile game market (i.e., phones and tablets) faces important retention issues caused by a high number of players who abandon games permanently within 24 h of downloading them. A laboratory experiment with 40 players tested how tutorial presence and player expertise impact on users’ psychophysiological states and continuous-use intentions (CUIs). The results suggest that in a simple game context, tutorials have a positive impact on non-expert players’ perceived state of flow and have no effect on expert players’ perceived flow. The results also suggest that flow has a positive impact on CUIs for both experts and non-experts. The theoretical contributions and managerial implications of these results are discussed.

Understanding electronic and face-to-face word-of-mouth influencers: an emerging market perspective

Purpose

This paper aims to advance knowledge on the influencers of positive electronic and face-to-face word-of-mouth (WOM) behaviour by examining an interrelationship model of relationship quality (RQ) components and antecedents in the telecommunication service setting.

Design/methodology/approach

A survey design was used to generate data from informants and was analysed using the partial least square structural equation modelling technique.

Findings

Findings indicate that service quality and relationship value have positive effect on trust and satisfaction, while service communication is positively related to trust but not satisfaction. Both trust and satisfaction have positive effect on face-to-face word-of-mouth (fWOM) and electronic word-of-mouth (eWOM). Additionally, relationship value directly influences fWOM but not eWOM, while service quality did not directly influence either mode of WOM behaviour.

Research limitations/implications

The study was conducted in a single service setting, and thus, outcomes cannot be generalised. Further, the authors limited the study of electronic WOM to only Facebook, WhatsApp and Twitter media. As such, caution should be applied in generalising the research findings across contexts.

Practical implications

This paper provides a guide on how telecom service managers can develop and manage their relationship network. Specifically, it demonstrates how business referrals can be generated and harnessed to build customer retention from different relationship building strategies. The study suggests that service providers that deliver quality services, engineer superior value and provide reliable information are better placed to develop resounding relationships with customers and consequently get them to engage in positive referrals.

Originality/value

This study is unique because it investigates the antecedents of WOM from an inter-relational perspective. By simultaneously examining the direct effects of RQ, and its antecedents on both fWOM and eWOM in a single model, the authors illustrate the antecedents and outcomes of RQ in a distinctive way.

Understanding Restaurant Clients' Intention to Use Mobile Applications

Smartphones have changed consumer behavior by providing new mobile technology applications. In order to understand the intention to use mobile applications, this study highlights the factors of usability, loyalty, and trust based on technology acceptance models and relationship marketing by using mobile restaurant guides. This research fills a gap regarding the comparison of mobile application users' behavior in France and Russia. The authors tested the model by a total sample of 244 respondents (123 from Paris and 121 from Moscow) and analysed it with SmartPLS. The comparison of subgroups indicates that Russian users are sensitive toward the variable of trust, while French users are more impacted by mobile application usability. This study can be relevant for practitioners who work internationally, developers of mobile applications, and restaurant managers.

An examination of citizen satisfaction with mandatory e-government services: comparison of two information systems success models

Purpose

The purpose of this study is to empirically examine the utility of information systems (IS) success models in mandatory e-government services, as opposed to the volitional ones that have been the focus of previous studies. The models include the technology acceptance model (TAM) (1989) and Seddon’s model (1997), which involve three (ease of use, usefulness and citizens satisfaction) and four variables (system quality, information quality, usefulness and citizen satisfaction).

Design/methodology/approach

The models were compared based on a survey conducted on 780 foundation year students of government universities in Saudi Arabia. The Saudi Government has launched a mandatory e-government service geared to assist high school graduates in the university academic admission process. The goodness-of-fit and parsimony of fit indices and the explanatory power were used to compare the two models.

Findings

The structural equation modeling techniques revealed that overall, the two models both exhibited reasonable fit with the collected data, whereas TAM showed the best fit to the sample data and yielded superior goodness-of-fit indices over Seddon’s model. In terms of explanatory power, Seddon’s model predicted 28% (R2 = 0.28) of the variance explained for citizen satisfaction, whereas TAM predicted 21% (R2 = 0.21). All the parsimony of fit indices favored TAM over Seddon’s model.

Research limitations/implications

This study examined the validity of TAM and Seddon’s model, using citizen satisfaction as the dependent variable to compare them. TAM and Seddon’s model were modified to better fit the current research context of mandatory e-government services; thus, the findings may not hold for their original or other voluntary settings. In addition, the focus on a single survey for a certain time in a certain territory of mandatory e-government service may have limited the generalizability of the results to other mandatory contexts. Future research should make use of large, cross-sectional samples in different mandatory contexts to enhance result generalization.

Practical implications

This study’s findings can provide e-government practitioners with deeper perceptions of how to address citizen satisfaction with mandatory e-government services. The results exposed usefulness as the common and major construct, having the strongest influence on citizen satisfaction in both TAM and Seddon’s model; thus, maximizing the benefits of e-government services for citizens is crucial to their success. The causal relationship between information quality and citizen satisfaction was not supported. This supports the perspective that e-government services are currently evolving quickly, becoming more integrated and easier-to-use, generally requiring only a few clicks and less information.

Originality/value

This study has extended the assessment of the validity of IS success models to a mandatory IS usage setting. The comparison study of different IS success models is crucial as it acts as a guide for researchers to determine the trade-off between the models used to conduct research on a particular context. The study concludes that TAM is the most parsimonious and universal model for the study of user satisfaction in mandatory contexts. The findings will provide e-government practitioners with insights into IS success measures suited to enhance the effectiveness of newly and future mandated e-government services.

Serving Robots: Management and Applications for Restaurant Business Sustainability

This study focuses on the attributes of serving robots, which include “anthropomorphism,” “animacy,” “likeability,” “intelligence,” and “safety,” and their effect on restaurant customers. The study aims to provide a sustainable development model for the restaurant business, which is suffering from a shortage of manpower. The study identifies the relationships among serving robots’ attributes, perceived benefits, perceived risks, perceived value, satisfaction, and revisit intention of customers. An online survey was conducted with customers, aged eighteen years or older, of restaurants that use serving robots. A total of 294 surveys were used for the final analysis. The results indicate that there are statistically significant relationships between “likeability” and perceived benefits, “intelligence” and perceived benefits, “safety” and perceived benefits, and “safety” and perceived risks. It also confirms that perceived benefits have a positive effect on perceived value, and perceived value has a positive effect on satisfaction and revisit intention. Moreover, satisfaction has a positive effect on revisit intention. Based on these findings, several meaningful theoretical and practical implications that can lead to the sustainability of restaurants are presented.

How relationship value and quality motivate positive word-of-mouth behaviour

Purpose

This paper explores the reasoning surrounding relationship value and quality, and further provides a blueprint on how positive word-of-mouth behaviour can be promoted through different routes.

Design/methodology/approach

Survey strategy was employed with focus on quantitatively developed questionnaires. Informants were recruited through mall intercept. All diagnostic tests, path analyses and, by implication, research hypotheses were conducted using the SEM-PLS technique.

Findings

All the hypothesized relationships were supported. Relationship value directly relates to trust, satisfaction and word-of-mouth behaviour. Value was also indirectly related to word-of-mouth behaviour through the relationship quality construct, but trust stood-out as a better mediator. Trust and satisfaction also came out as antecedents of positive word-of-mouth behaviour.

Research limitations/implication

The relationship between relationship value and the relationship quality construct remains largely under-researched in literatures. This paper serves as a springboard for future research projects to extend understanding on how both constructs interact especially in a Business-to-Consumer (B2C) level. In addition, the paper offers a comprehensive insight on the behaviour of the relationship quality construct when it is tested as a mediator in a causal–effect model.

Practical implications

This study holds that by engineering superior value, a telecom provider is better positioned to build a sound relationship quality network and stimulate positive word-of-mouth through different routes.

Originality/value

Given the dearth of research on this area, this paper represents the first attempt to map out relationship value as an antecedent of relationship quality and word-of-mouth behaviour on a B2C level, and simultaneously explore the direct and indirect behaviour of both constructs in promoting word-of-mouth behaviour in a non-Western setting.

Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality

The Customer trust, satisfaction and loyalty with regard to the provision of e-commerce services is expected to be critical factors for the assessment of the success of online businesses. Service quality and high-quality product settings are closely linked to these factors. However, despite the rapid advancement of e-commerce applications, especially in the context of business to consumer (B2C), prior research has confirmed that e-retailers face difficulties when it comes to maintaining customer loyalty. Several e-service quality frameworks have been employed to boost service quality by targeting customer loyalty. Among these prominent frameworks is the scale of online etail quality (eTailQ). This scale has been under criticism as it was developed before the emergence of Web 2.0 technologies. Consequently, this paper aims to fill this gap by offering empirically-tested and conceptually-derived measurement model specifications for an extended eTailQ scale. In addition, it investigates the potential effects of the extended scale on e-trust and e-satisfaction, and subsequently e-loyalty. The practical and theoretical implications are highlighted to help businesses to design effective business strategies based on quality in order to achieve enhanced customer loyalty, and to direct future research in the field of e-commerce.

Effects of network externalities on user loyalty to online B2B platforms: an empirical study

Purpose

Given a product or service, the number of its installed user base has a significant positive effect on the existing users’ loyalty and new users’ conversion. This effect is conceptualized as network externalities in economics. Network externalities are supposed to be particularly striking in nowadays online business-to-business (B2B) platforms, but yet the mystery behind their effects on user loyalty to online B2B platforms remains to be delicately unraveled. The purpose of this paper is to discover the factors driving users’ loyalty, especially buyers’ loyalty, to online B2B platforms, by highlighting the impacts of network externalities on loyalty and other mediating factors.

Design/methodology/approach

A conceptual model of buyer loyalty under network externalities is elaborated. The reliability and validity of the instruments of the latent model constructs are assessed by confirmatory factor analysis, and the hypothesized causal relationships among the constructs are tested by structural equation modeling, on 710 valid buyer samples collected from a famous online B2B platform in China.

Findings

The analysis demonstrates that: perceived value, user satisfaction and switching costs are the major predictors of buyer loyalty to online B2B platforms characterized by network externalities; network externalities positively account for buyer loyalty by contributing to perceived value, user satisfaction and switching costs; and direct network externality (measured by perceived network size and perceived external prestige) has a significant effect on indirect network externality (measured by perceived compatibility and perceived complementarity).

Originality/value

The findings allow the authors to conclude meaningful managerial implications for online B2B service providers to build up loyal user bases through improving users’ perceptions of network externalities, switching costs and value.

Internal mechanism of brand app recommendation from the integrated cross-channel perspective

Purpose

Many service organizations use brand apps as an important mobile-end service channel and expect to increase brand app use through customer recommendations. The purpose of this paper is to explore the internal mechanism of brand app recommendation from the cross-channel perspective.

Design/methodology/approach

Based on value–satisfaction–loyalty (VSL) framework, this study examines how brand app’s unique cross-channel features influence customer recommendations, and the effect of involvement in the framework. The authors conduct a research survey in airline industry and questionnaires are developed and distributed to respondents who have experiences with air travel and have used the corresponding airlines’ brand apps. Finally, the authors collect 399 valid questionnaires to test the research model.

Findings

The results show that brand app usability mediates the relationship between offline service satisfaction and brand app satisfaction, which finally leads to brand app recommendation. Brand app usability and satisfaction significantly affect involvement, which also lead to brand app recommendation.

Originality/value

This study distinguishes the features of brand apps from those of ordinary apps and fills the research gap in the internal mechanism of app recommendation from the integrated cross-channel perspective. Besides, this study extends the VSL value in the context of brand app use. Based on the results, this study also provides the practical suggestions of enhancing offline service quality and brand app usability to increase brand app recommendation.

What drives customer satisfaction and word of mouth in mobile commerce services? A UTAUT2-based analytical approach

Purpose

The purpose of this paper, which is based on the UTAUT2 model, is to develop and evaluate a predictive model of customer satisfaction related to mobile commerce (m-commerce) and the willingness to recommend this service to others.

Design/methodology/approach

The study was conducted based on a sample of 402 respondents. Confirmative factor analysis was used to evaluate the validity of the model, while structural equation modeling (SEM) was used to test the hypotheses. Finally, artificial neural networks were used to rank the influence of the significant predictors obtained by SEM.

Findings

Trust was found to be the most significant driver of customer satisfaction, followed by performance expectancy and perceived value. In addition, affective commitment and satisfaction were identified as the strongest predictors of word of mouth (WOM).

Originality/value

The originality/value of the paper lies in the establishment of the connection between the independent variables of the UTAUT 2 model – trust, satisfaction, affective and continence commitment and WOM. Additionally, it is one of a small number of studies investigating customer commitments and their influence on WOM in m-commerce.

A(n) (a)symmetric perspective towards task-technology-performance fit in mobile app industry

Purpose

The purpose of this paper is to examine (a)symmetric features of task-technology-performance characteristics that are most relevant to fit, satisfaction and continuance intention of using apps in mobile banking transactions.

Design/methodology/approach

Exploratory factor analysis was used with maximum likelihood extraction and Varimax rotation on a separate sample of 183 mobile banking apps users prior to the main data collection. The theoretical model was tested applying a factor-based structural equation modelling approach to a sample of 250 experienced mobile banking apps users.

Findings

The study unveiled that the task and performance characteristics are more relevant compared to technology characteristics when doing transactions via apps. In addition, the findings uncovered that user satisfaction and continuous intention to use apps stem from the degree of fit in online transactions. The findings of moderation analysis highlighted that users in the lower income group are more concerned about the performance characteristics of banking apps, and there are no differences across age and gender groups. Surprisingly, technology characteristic has a nonlinear nature and this study shows potential boundary conditions of technology characteristics in degree of fit, user satisfaction and continuance intention to use apps.

Practical implications

Findings from the conditional probabilistic queries reveal that with 83.3 per cent of probability, user satisfaction is high when using apps for banking transactions, if the levels of fit, task, performance and technology characteristics are high. Furthermore, with 72 per cent of probability, continuance intention to use apps is high, if the levels of performance and task characteristics are high.

Originality/value

Contributing to task-technology fit theory, this study shows that performance characteristics need to be aligned with task and technology characteristics in order to have better fit when using apps for online banking transactions.

An in-app purchase framework for location-based AR games: the case of Pokémon Go

Purpose

Although location-based augmented reality (AR) games are popular in recent years, the motivation of in-app purchases still needs further investigation. The purpose of this paper is to investigate the antecedents of the intention to make a purchase in location-based AR games.

Design/methodology/approach

This research develops a conceptual model and hypotheses based on the theory of perceived values and satisfaction to investigate the antecedents. An online questionnaire was developed and distributed on popular websites to collect data, and 662 usable responses were collected from the players of Pokémon Go in Taiwan.

Findings

In total, 22 hypotheses were validated by using partial least squares techniques. Among the antecedents of in-app purchases intention in the model, the perceived value and satisfaction were found to have strong direct effects. The antecedents of the perceived value (flow, design aesthetic, social self-expression and good price) have direct influences on the perceived value of all players. Design aesthetic, reward and the perceived value were found to have a direct impact on all players’ satisfaction. Moreover, the differences between paying users and non-paying users were discussed and verified.

Originality/value

The model demonstrated relatively good explanatory power for purchase intention in the context of location-based AR game. The proposed model can provide insights to location-based AR game developers to design their games and marketing strategies.

What keeps Islamic mobile banking customers loyal?

Purpose

This study aims to find important factors of Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.

Design/methodology/approach

The primary data are collected from the survey administered to 250 customers in the Klang Valley and the analysis is conducted using partial least squares (PLS).

Findings

Based on the findings, continuance intention of using Islamic mobile banking services was found to be depended on the usability of mobile banking services, customer service provided by Islamic banks towards mobile banking services, customer satisfaction on mobile banking services and trust of customers towards mobile banking services. In addition, the mediating effect of Islamic mobile banking services continuance adoption is significantly influenced by customer satisfaction and trust.

Research limitations/implications

The sample size and area of study become the obvious limitations, and interpretation of the results and conclusion cannot be as generalised. In addition, as the respondents of this study are existing customers who have used Islamic mobile banking services at least once, relying on the perception of one key informant might imply cognitive biases. Besides, the use of current factors might limit the ability to explore other potentially important determinants of the customers’ continuance intention in using Islamic mobile banking services.

Practical implications

By understanding these continuance intention factors amongst the customers, it would help the industry player particularly Islamic banking to plan and strategise appropriate policies and support necessary programmes on diversifying and promoting financial transaction using mobile banking services amongst their existing and potential customers.

Originality/value

This paper offers an additional literature on Islamic mobile banking, especially from the Malaysian context. There is a lack of study that focuses on loyalty towards Islamic mobile banking services. The paper is considered to be the first attempt to examine the factors that influence Malaysian Islamic banking customers’ loyalty or continuance intention to use Islamic mobile banking services.