An analysis of the relationship between quality and user acceptance in smartphone apps

Abstract

This study investigates consumer intentions within the smartphone app environment. More specifically, it studies the factors influencing the intention to use banking apps based on the smartphone by employing the information system success model and a revised technology acceptance model. The study examines how quality factors and attitudes toward mobile apps-based banking influence the intention to use banking apps, and whether trust influences the relationship between quality factors and intention to use. In it, we collect data from 520 users and estimate the structural model. The results indicate that attitudes to mobile appsbased banking, as well as information and service quality, affect consumers' intention to use banking apps. We further confirm that three particular quality factors, moderated by trust, affect the intention to use these apps. This study helps to explain consumers' mobile apps-based banking behaviours, by combining the information system success model with a technology acceptance model.

Evaluating M?Commerce Systems Success: Measurement and Validation of the DeLone and McLean Model of IS Success in Arabic Society (GCC Case Study)

“…The main SQ construct identifies the characteristics that should be included generally in smartphone commercial applications according to the basic requirements of electronic systems established in previous studies (Amin et al, 2014;Noh & Lee, 2015). Four examples of these elements are: ease of use, system flexibility, system reliability, and possibility of learning.…”

“…These indicators can be considered as measuring that which cannot be measured traditionally or in the same manner as the rest of the indicators. The availability of these indicators will be helpful for increasing the level of acceptance among study communities for commercial applications (Wang, 2008;Noh & Lee, 2015).…”

“…When focusing on the development of commercial smartphone applications, one key parameter is ease of use and whether an expert or someone with previous knowledge of smartphones is necessary for working with during online purchases (Lee & Chen, 2014;Lu et al, 2015;Noh & Lee, 2015).…”

“…Design elements, presentation of required information, and well-organised information in different parts of the application for the purpose of meeting customer requirements are important for a smartphone application to be widely accepted (Chen, 2015;Lu et al, 2015;Noh & Lee, 2015;Wang, 2008). For KSA, UAE, and Qatar, the percentages that agree with this concept are 92%, 96% and 77%, respectively.…”

“…These aspects of the construct help increase users' confidence in commercial electronic systems and promote future use (Amin et al, 2014;Lee & Chen, 2014;Noh & Lee, 2015;Wang, 2008). The IQ construct is contained three indicators which are the importance of data being presented correctly and accurately and thus being trustworthy; the importance of the availability of updates to the information and other materials in the applications; and the importance of understandable information.…”