Investigating the effectiveness of retailers’ mobile applications in determining customer satisfaction and repatronage intentions? A congruency perspective

Iyer, Pramod; Davari, Arezoo; Mukherjee, Amaradri

doi:10.1016/j.jretconser.2018.07.017

Cited by 99 publications

(84 citation statements)

References 73 publications

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“…Our results reveal that shopping app-interface quality does not influence purchase intention directly; however, it increases perceived enjoyment, which influences purchase intention directly as well as indirectly mediated by perceived trust. Interestingly, few somewhat recent publications dealing with mobile shopping apps (e.g., Iyer et al, 2018; Noh and Lee, 2016) have ignored perceived enjoyment as an intermediate outcome, which we think is important in this specific context. Our study showed that perceived enjoyment has an important role to play and is an important mediator between interface quality and purchase intention.…”

Section: Theoretical Implicationsmentioning

confidence: 95%

Does the Interface Quality of Mobile Shopping Apps Affect Purchase Intention? An Empirical Study

Patel

Das

Chatterjee

et al. 2020

Australasian Marketing Journal

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Shopping using mobile applications (apps) is becoming a trend. Studies have highlighted the importance of interface in the case of shopping websites. However, to the best of our knowledge, there is hardly any study that has investigated the impact of interface quality of mobile apps on purchase intention. The purpose of this paper is to examine the impact of interface quality of mobile shopping apps on customer intention to purchase. Four dimensions of interface quality of mobile shopping apps (viz. general information quality, product information related quality, layout quality, and visual appeal quality) were explored. Survey method was used to test the framework developed in this study. Results suggest that shopping apps' interface quality has indirect effect on purchase intention. Shopping app-interface quality has a positive impact on perceived enjoyment, which has little but positive impact on purchase intention using shopping apps. Shopping app-interface quality has no effect on perceived trust, but perceived enjoyment exerts a positive effect on perceived trust, which positively influences customer intention to purchase using shopping apps. Further, the study discusses theoretical and managerial implications and concludes with limitations and avenues for future research.

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Section: Theoretical Implicationsmentioning

confidence: 95%

Does the Interface Quality of Mobile Shopping Apps Affect Purchase Intention? An Empirical Study

Patel

Das

Chatterjee

et al. 2020

Australasian Marketing Journal

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“…In this paper, we investigate loyalty intentions as an outcome of customer experience. Previous studies showed that customer experience is positively associated with customer loyalty [40,57].…”

Section: The S-o-r Approachmentioning

confidence: 97%

Customer Experience in Fintech

Barbu

Florea

Dabija

et al. 2021

JTAER

143

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The purpose of this paper is to analyse customer experience (CX) in the fintech sector. Fintech is a dynamic and innovative field that fully benefits from advances in information and communication technology. The concept of customer experience is multidimensional, analysed from various perspectives, and with distinct valences in different industries. Based on the stimulus-organism-response (S-O-R) approach, we proposed a model in which customer experience in fintech is the result of customer’s evaluation of the stimuli proposed by fintech companies. Using partial least squares equation modelling (PLS-SEM), we tested a series of hypotheses and validated the proposed model. The results showed that perceived value, customer support, assurance, speed and perceived firm innovativeness are positively related to customer experience in fintech. In turn, customer experience is positively associated with loyalty intentions of the customer. Our paper contributes in identifying the dimensions, the determinants and the outcomes of customer experience in fintech, while from a managerial perspective, we demonstrate how fintech companies must integrate customer experience in their business models.

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“…Not only, UGT also explains how social media are used to satisfy needs and the main motivations behind certain behaviours deriving from this usage (Eginli and Tas 2018). For instance, Iyer et al (2018) adopted UGT to investigate how the gratification derived from social media explains consumer attitudes. Besides, Schivinski and Dabrowski (2016) adopted UGT to examine users' outcome behaviour from social media usage.…”

Section: Uses and Gratifications Theorymentioning

confidence: 99%

Company versus consumer performance: does brand community identification foster brand loyalty and the consumer’s personal brand?

Confente

Kucharska

2020

J Brand Manag

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This study investigates the effect of community identification in building brand loyalty (attitudinal and behavioural) and a personal brand via social networks. The proposed model explained the main community identification antecedents and how identification can lead to enhanced company and consumer performance. This study adopts the theoretical lens of uses and gratifications theory and identifies three motivational drivers of community identification: relationship-oriented motives, self-oriented motives and brand content-oriented motives. The data were analysed with a structural equation modelling method based on a convenience sample collected through a survey. This study extends the body of knowledge about the outcomes from an active social media usage, based on a UGT perspective. It relates community identification and its drivers to loyalty. Besides, it links community identification with personal branding, which is considered as a vital outcome expected by social media users. The findings suggested that self-oriented motives represented a key driver for taking part in an online community. In addition, community identification represents to be an important antecedent to build attitudinal loyalty rather than behavioural loyalty. Consequently, community identification was also found to be a significant driver for building a user’s personal brand.

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Investigating the effectiveness of retailers’ mobile applications in determining customer satisfaction and repatronage intentions? A congruency perspective

Cited by 99 publications

References 73 publications

Does the Interface Quality of Mobile Shopping Apps Affect Purchase Intention? An Empirical Study

Does the Interface Quality of Mobile Shopping Apps Affect Purchase Intention? An Empirical Study

Customer Experience in Fintech

Company versus consumer performance: does brand community identification foster brand loyalty and the consumer’s personal brand?

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