Examining the impact of mobile interactivity on customer engagement in the context of mobile shopping

Alalwan, Ali Abdallah; Algharabat, Raed; Baabdullah, Abdullah M.; Rana, Nripendra P.; Qasem, Zainah; Dwivedi, Yogesh K.

doi:10.1108/jeim-07-2019-0194

Cited by 79 publications

(89 citation statements)

References 60 publications

(184 reference statements)

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“…In order to establish mobile banking behaviour and the factors influencing it, the research design outlined in Figure 2 was used. A quantitative positivist approach served for the investigation of mobile banking acceptance and adoption consistently with IS literature and established paradigms for cross-cultural studies (Alalwan et al, 2020;Foroughi et al, 2019).…”

Section: Methodsmentioning

confidence: 99%

An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study

Merhi

Hone

Tarhini

et al. 2020

JEIM

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PurposeDespite the benefits of mobile banking services in an increasingly digitised world, adoption rates remain unsatisfactory. The present cross-national study examines age- and gender-dependent variations of consumer intentions and use of mobile banking services.Design/methodology/approachThe study analyses consumer mobile banking use by integrating factors such as with trust, security and privacy and it examines the effects of these factors among two demographic factors including age and gender. 897 Lebanese and British mobile banking users completed a survey. Data was analysed by partial least squares-structural equations modelling.FindingsConsumer behavioural intention was significantly moderated by age through its relationship with facilitating conditions and trust among Lebanese respondents, and performance expectancy, effort expectancy, hedonic motivation, price value and habit among their British counterparts. As for gender, a significant moderating effect was evidenced in the Lebanese, but not the British sample, on the level of performance expectancy, effort expectancy, facilitating conditions, price value and perceived security.Originality/valueThe findings provide evidence of the applicability of the new factors proposed in this research. The reflection of the influence of these demographic factors in a cross-national context provides insights into mobile banking adoption variation between different countries.

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Section: Methodsmentioning

confidence: 99%

An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study

Merhi

Hone

Tarhini

et al. 2020

JEIM

View full text Add to dashboard Cite

show abstract

“…The rapid growth of e-commerce globally shows its importance and compelling benefits in business contexts [12]. E-commerce will continue to develop provided that Internet technologies continue to emerge to present opportunities for users to exploit [13]. Since their inception, the studies that e-commerce businesses have grown consistently across the world due to the technological revolution that facilitated its adoption as the new marketplace.…”

Section: Literature Reviewmentioning

confidence: 99%

“…The growth of e-commerce has been boosted by increased internet use, price advantage, and convenience in business transactions, internationality, and its ability to offer large product assortments [13]. A significant rise in e-commerce over the previous period shows that the global market will increase increasing [14].…”

Section: Literature Reviewmentioning

confidence: 99%

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

Khrais

Alghamdi

2021

Future Internet

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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.

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“…Customer engagement on SM is an understudied phenomenon (Shawky, Kubackib, Dietricha, & Weavena, 2020), especially in context of HEIs. Limited literature in this domain mostly focuses on understanding factors positively contributing towards customer engagement (Riley, 2020;Alalwan, et al, 2020;Lei, Pratt, & Wang, 2017;Jayasingh & R.Venkatesh, 2015). But there is dearth of research that has tried to highlight factors negatively affecting customer engagement on SM for a clearer understanding regarding do's and don'ts of SM based marketing communication.…”

Section: Introductionmentioning

confidence: 99%

Factors limiting optimal students’ engagement on Social Media: A study of Higher Education Institutions in Pakistan

Mehmood¹,

Janjua²,

Saeed³

et al. 2021

J. Humanit. Soc. Manag. Sci.

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Limited research on Social Media (SM) marketing by Higher Education Institutes (HEIs) primarily focuses on understanding important practices followed to enhance students’ engagement on SM or its association with different branding constructs. However, there is dearth of research that can guide regarding practices negatively influencing SM based communication between HEIs and Students. This research explores these limiting factors affecting optimal students’ engagement on SM. A qualitative exploratory research methodology was adopted based on in-depth interviews and Netnography. 25 interviews were conducted and 6 months content analysis of Facebook account of selected HEIs was carried out for Netnography. The findings revealed different content and non-content factors negatively influencing students’ engagement on SM. Content related factors included poor design of SM content, lack of informality, inconsistent content posting and content posting during office hours. Whereas non-content related factors include selective platform presence, selective response to students' queries, fearful attitude towards official SM and absence of incentives for students to engage on SM. All these factors are believed to affect different stages of Customer Engagement including Connection, Interaction, Loyalty and Advocacy. Findings of this study have enabled gaining empirical knowledge regarding negative practices on SM, highlighted above, that shall be avoided to attain optimal results for SM marketing communication and learning how these practices affect different stages of students’ engagement on SM.

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Examining the impact of mobile interactivity on customer engagement in the context of mobile shopping

Cited by 79 publications

References 60 publications

An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study

An empirical examination of the moderating role of age and gender in consumer mobile banking use: a cross-national, quantitative study

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

Factors limiting optimal students’ engagement on Social Media: A study of Higher Education Institutions in Pakistan

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