Influence of the Net Promoter Score of Retailers on the Willingness of Consumers to Install Their Mobile App

Wohllebe, Atilla; Ross, Florian; Podruzsik, Szilárd

doi:10.3991/ijim.v14i19.17027

Cited by 15 publications

(6 citation statements)

References 32 publications

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“…The NPS is considered a simple and effective method for measuring and monitoring customer satisfaction (Sasmito et al, 2019). Moreover, positive NPS (likelihood to recommend) scores indicate that users' willingness to install an app also increases (Wohllebe et al, 2020).…”

Section: App User Experience Scale (Aues): Results and Discussionmentioning

confidence: 99%

“…The questionnaire contains different types of questions: multiple choice (for user characteristics), scaled questions (from 1 to 5, strongly disagree to strongly agree), and open-ended questions. It also contains an NPS question aimed at indicating the level of potential recommendation of the app and, related to this, the possibility of installing it (Wohllebe et al, 2020).…”

Section: Isbnmentioning

confidence: 99%

See 1 more Smart Citation

Assessing the Usability of a Mobile App in a Remote Environment: Combining Think Aloud With a User Experience Scale Questionnaire

2023

Proceedings of the 17 Th International Conference on Interfaces and Human Computer Interaction 2023 (IHCI 2023), the 17th Inter

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The aim of this study is to investigate an approach for evaluating the user experience of mobile applications in remote environments. The proposed approach includes both thinking aloud and a user experience questionnaire with three types of questions: personalized, scaled, and open-ended. The novelty of this study lies in the proposal of a new form with questions that not only focus on usability but also include other aspects of user experience, such as user characteristics, product features, and previous user experiences. The proposed App User eXperience Scale (AUXS) is based on SUS, but has many differences, including questions about content, visual appeal, content, user expectations, and an NPS question. The proposed approach is tested using a mobile application to promote artists and artisans. The results show that this approach can be useful not only for researchers, but also for designers to validate their creations and for companies offering mobile applications to test the usability of their applications.

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Section: App User Experience Scale (Aues): Results and Discussionmentioning

confidence: 99%

Section: Isbnmentioning

confidence: 99%

Assessing the Usability of a Mobile App in a Remote Environment: Combining Think Aloud With a User Experience Scale Questionnaire

2023

Proceedings of the 17 Th International Conference on Interfaces and Human Computer Interaction 2023 (IHCI 2023), the 17th Inter

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“…The influence of the retailer itself or its offered services as researched by Rosa [21] is also emphasized by further research results: Among other things, the image of a retailer is also identified as a driver for app adoption and app usage [23]- [25].…”

Section: Consumers Using Mobile Apps In Retailmentioning

confidence: 97%

Classification of Mobile App Users in Multi-Channel Retail—an Exploratory Analysis

Wohllebe

Hübner

Kämpf

et al. 2022

Int. J. Recent Contrib. Eng. Sci. IT

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The retail industry is facing the challenge of digitization. On the one hand, the share of online shopping in total retail sales is increasing. On the other hand, consumers increasingly expect digital services. At the same time, the spread of smartphones and therefore also mobile apps has been growing for years. More and more retailers are therefore offering mobile apps, which as multi-channel apps combine aspects of online shopping and stationary retail. While the acceptance and use of mobile apps has already been extensively researched, there is little knowledge about the users themselves and user-types. This explorative research classifies users of mobile apps in multi-channel retail. Based on a survey of 101 consumers who were asked to assess the personal relevance of various app functions in a multi-channel retail context, four user types can be identified with the help of a cluster analysis. The results provide practitioners with important information for the future development of mobile apps in retail.

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“…Smartphones and mobile apps are the most important ways globally to access the Internet: More than half of all Internet traffic is generated via mobile devices [1], while at the same time around 90 percent of Europeans are connected to the Internet -and the global trend is still rising [2]. From the user's point of view, mobile apps are among the most important functionalities of smartphones and now exist for practically all areas of life, such as shopping, communication, travel, education, health or entertainment [3][4][5][6][7].…”

Section: Introductionmentioning

confidence: 99%

Influence of Design Elements of Mobile Push Notifications on Mobile App User Interactions

Wohllebe

Adler

Podruzsik

2021

Int. J. Interact. Mob. Technol.

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<p class="0abstract">With the increasing relevance of mobile apps for companies, push notifications to address app users are also becoming more important. While the acceptance factors of push notifications have already been extensively researched, the effect of the different design elements on user interaction by opening the mobile app is still completely unexplored. Based on existing scientific findings from related fields, especially banner advertising and e-mail marketing, the authors first develop hypotheses on the effect of title, button and image on user interaction with push notifications. In several experiments the hypotheses are tested using the example of a mobile shopping app. The results are evaluated using Chi-square test and Cramer's V. While the use of a title seems to have a positive effect on interaction rates, the hypotheses on the positive effect of buttons and images on interaction rates have to be rejected.</p>

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Influence of the Net Promoter Score of Retailers on the Willingness of Consumers to Install Their Mobile App

Cited by 15 publications

References 32 publications

Assessing the Usability of a Mobile App in a Remote Environment: Combining Think Aloud With a User Experience Scale Questionnaire

Assessing the Usability of a Mobile App in a Remote Environment: Combining Think Aloud With a User Experience Scale Questionnaire

Classification of Mobile App Users in Multi-Channel Retail—an Exploratory Analysis

Influence of Design Elements of Mobile Push Notifications on Mobile App User Interactions

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