Mobile-customer relationship management and its effect on post-purchase behavior: The moderating of perceived ease of use and perceived usefulness

Abstract

Customers' online shopping intentions have not changed in response to technological advancements, making it difficult for businesses and marketers to invent new strategies to maintain long-term relationships with customers and encourage them to repurchase despite unprecedented technological advancements around the world. Following these issues, the current study investigated how M-CRM, Perceived Ease of Use, and Perceived Usefulness influenced Post-Purchase Behavior, as well as how Ease of Use and Perceived Usefulness mediated the relationship between M-CRM and Post-Purchase Behavior. The study introduces the Unified Theory of Acceptance and Use of Technology as a theoretical framework to accomplish this goal. The 239 responses were evaluated using Smart Partial Least Squares after the data was obtained from a random sample of Jordanian consumers. M-CRM, as well as Perceived Ease of Use and Perceived Usefulness, had a beneficial influence on post-purchase behavior, according to the data. Perceived Usefulness and Ease of Use The relationship between M-CRM and Post-Purchase Behavior was impacted by usefulness. Companies might use these facts to develop a marketing strategy for Jordanian customers.

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“…Moreover, many similar studies used the five-point Likert scale (e.g. Al-Gasawneh et al, 2022;Al-Abdallah et al, 2022;Hammouri et al, 2022;Han et al, 2020;Dandis and Eid 2022;Joudeh et al, 2021;Dandis et al, 2021;Chou and Chen, 2018). Table 2 provides information on the measurement items.…”

“…Moreover, many similar studies used the five-point Likert scale (e.g. Al-Gasawneh et al. , 2022; Al-Abdallah et al.…”

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