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1 – 10 of over 3000The purpose of this paper is to investigate the mediating role of satisfaction (SAT) in relation to mobile banking service quality (MB-SQ) and continuance intention (CI) among…
Abstract
Purpose
The purpose of this paper is to investigate the mediating role of satisfaction (SAT) in relation to mobile banking service quality (MB-SQ) and continuance intention (CI) among Nepali mobile banking users.
Design/methodology/approach
The paper adopted a quantitative approach and cross-sectional survey research design. Data were collected with structured questionnaires from 326 mobile banking users. A partial least squares structural equation modeling (PLS-SEM) and artificial neuro network (ANN) approach were applied to examine hypotheses.
Findings
Results confirm a significant positive influence of MB-SQ on SAT and CI of mobile banking adoption. Moreover, MB-SQ partially mediates the relationship between SAT and CI of mobile banking adoption.
Research limitations/implications
Based on the findings of this research, theoretically, this paper attempted to investigate the mediating role of MB-SQ in the CI of mobile banking, and managerially, mobile banking service providers could have insights on designing mobile banking service marketing strategy.
Originality/value
This paper is among the earliest studies to investigate the role of MB-SQ as a higher-order reflective-reflective construct on CI. Moreover, the endogeneity issue has been tested, and ANN has been applied to investigate the predictive relevance of SAT and MB-SQ on CI of mobile banking users. Furthermore, the authors have delved into the ongoing discourse surrounding Generation Y and Generation Z, exploring their implications on CI within the realm of mobile service quality. It provides a critical juncture for understanding continuance intention in the mobile service quality context.
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Malathi Sivasankara Pillai and Kannan Balakrishnan
This paper aims to prove the following hypothesis Problem Statement: HYPOTHESIS (1) User Experience collection of mobile applications can be done using the Crowdsourcing…
Abstract
Purpose
This paper aims to prove the following hypothesis Problem Statement: HYPOTHESIS (1) User Experience collection of mobile applications can be done using the Crowdsourcing mechanism; (2) User Experience collection of mobile applications are influenced by the mindset of Crowdmembers, culture/ethnicity/social background, ease of interface use and rewards, among other factors.
Design/methodology/approach
The authors of this paper, did a literature review first to find if Crowdsourcing was applicable and a used method to solve problems in Software Engineering. This helped us to narrow down the application of Crowdsourcing to the Requirements Engineering-Usability (User Experience) collection. User experience collection of two Malayalam language-based mobile applications, AarogyaSetu and BevQ was done as the next step. Incorporating findings from Study I, another study using AarogyaSetu and Manglish was launched as Study II. The results from both cases were consolidated and analyzed. Significant concerns relating to expectations of Crowd members with User Experience collection were unraveled and the purpose of Study was accomplished.
Findings
(1) Crowdsourcing is and can be used in Software Engineering activities. (2) Crowd members have expectations (motivating factors) of User Interface and other elements that enable them to be an effective contributor. (3) An individual’s environment and mindset (character) are influential in him becoming a contributor in Crowdsourcing. (4) Culture and social practices of a region strongly affects the crowd-participating decision of an individual.
Originality/value
This is purely self-done work. The value of this research work is two-fold. Crowdsourcing is endorsed significant in Software Engineering tasks, especially in User Experience collection of mobile applications. Two, the Crowd service requesters can be careful about designing the questionnaire for Crowdsourcing. They have to be aware and prepared to meet the expectations of the Crowd. This can ensure the active participation of potential contributors. Future researchers can use the results of this work to base their research on similar purposes.
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Abdul Alem Mohammed and Zoltan Rozsa
The purpose of this study is to investigate the determinants of behavioral intention to use smartphone diet applications within the emerging market. Specifically, it focuses on…
Abstract
Purpose
The purpose of this study is to investigate the determinants of behavioral intention to use smartphone diet applications within the emerging market. Specifically, it focuses on the Privacy Calculus Model constructs, encompassing perceived risk and perceived benefit, as well as the pivotal elements of trust and self-efficacy. It also explores the moderating influence of experience on the influencing factors and intention to use a diet application.
Design/methodology/approach
In a survey with 572 respondents, data analysis was conducted using partial least squares (PLS) structural equation modeling.
Findings
The findings reveal that perceived risk exerts a significant negative influence on behavioral intention. Conversely, perceived benefit, trust and self-efficacy exhibit a positive impact on behavioral intention. Moreover, the study delves into the moderating role of users' experience, which is found to significantly influence these relationships, suggesting that user experience plays a pivotal role in shaping the adoption dynamics of diet applications.
Research limitations/implications
The limitations of this study may include the sample size and the specific focus on the emerging market of Saudi Arabia. The implications of the findings are relevant for scholars, developers, marketers, and policymakers seeking to promote the use of smartphone diet applications.
Originality/value
This study adds value by exploring the determinants of behavioral intention in the context of smartphone diet applications, and it is a first attempt to test the moderating role of users' experiences, providing valuable insights for various stakeholders in the field.
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Md Rokonuzzaman, Abdullah Alhidari, Ahasan Harun, Audhesh Paswan and Derrick D'Souza
Hoping to increase the productivity of their employees, firms provide and expect their employees to use approved mobile apps. However, despite an intuitive appeal, the…
Abstract
Purpose
Hoping to increase the productivity of their employees, firms provide and expect their employees to use approved mobile apps. However, despite an intuitive appeal, the relationship between information technology usage and productivity is still seen as paradoxical. This study examines the relationship between employees' experience and engagement with business mobile apps provided by employers and its effects on employee work productivity.
Design/methodology/approach
Data from respondents who use employer-provided business apps were used to test the hypotheses. Measurement-corrected latent scores extracted from the PLS measurement evaluation were used in regression-centric assessment using PROCESS.
Findings
Results indicate that employee-users’ experience-based attributions of the business app, i.e. customization, performance quality and compatibility, have positive effects on productivity mediated by participation intensity. Further, work type (retail vs non-retail) and the depth of the employee user’s experience moderate experience-based attributions' indirect effects on productivity.
Originality/value
Unlike previous studies delving into this topic, this study focuses solely on the mediation and moderation effects for hypothesis testing. Specifically, this study investigates effects conditional on work type (retail vs non-retail), which the authors believe has significant implications for retailing. These findings have interesting implications for both future research and managers.
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Hong Qin, Alsius David, Ahasan Harun, Md Rasel Al Mamun, Daniel Peak and Victor Prybutok
The application of mobile augmented reality (MAR) for enhancing user experiences and consumer patronizing intention has been the focus of recent MAR literature. Few studies…
Abstract
Purpose
The application of mobile augmented reality (MAR) for enhancing user experiences and consumer patronizing intention has been the focus of recent MAR literature. Few studies examine the differences between apps. This study fills the research gap by examining how consumers assess their experiences with different MAR applications and how their decision-making process is performed, particularly in the setting of smartphones.
Design/methodology/approach
A web-based online survey was administered to collect data on consumers' perceptions of two different MAR apps: utilitarian and hedonic apps. Reliability and validity of the measurement scales, non-response bias and comment method bias were assessed. With the support of measurement model, partial least square (PLS) was employed to test the research hypotheses.
Findings
This study reveals that the technological attributes of augmented reality (AR) apps have significant effects on consumer perceptions of their utilitarian and hedonic benefits, including interactivity, visual quality, service quality, technicality and aesthetics. Moreover, this study shows that consumers of hedonic apps place more importance on their enjoyment with the MAR app; consumers of utilitarian apps focus more on the accrued functional values. The findings provide practical insights for retailers in AR marketing and application development in the MAR environment.
Originality/value
This study provides a comprehensive viewpoint for analyzing ongoing use and purchase intentions simultaneously in a unified theoretical framework. In addition, it compares different types of MAR apps: hedonic and utilitarian. Furthermore, it is one of the first few studies attempting to provide a comprehensive understanding of the predictive role of MAR technologies by incorporating privacy concerns into the research model based on user and gratification framework.
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Sasadhar Bera and Subhajit Bhattacharya
This exploratory study examines and comprehends the relative importance of mobile app attributes from a consumer perspective. Both quantitative and qualitative analysis approaches…
Abstract
Purpose
This exploratory study examines and comprehends the relative importance of mobile app attributes from a consumer perspective. Both quantitative and qualitative analysis approaches explore users' behavior and attitudes toward the priorities of mobile app attributes and preferences, identifying correlations between attributes and aggregating individual attributes into groups.
Design/methodology/approach
Online convenience sampling and snowball sampling resulted in 417 valid responses. The numerical data are analyzed using the relative to an identified distribution (RIDIT) scoring system and gray relational analysis (GRA), and qualitative responses are investigated using text-mining techniques.
Findings
This study finds enhanced nuances of user preferences and provides data-driven insights that might help app developers and marketers create a distinct app that will add value to consumers. The latent semantic analysis indicates relationship structure among the attributes, and text-based cluster analysis determines the subsets of attributes that represent the unique functions of the mobile app.
Practical implications
This study reveals the essential components of mobile apps, paying particular attention to the consumer value component, which boosts user approval and encourages prolonged use. Overall, the results demonstrate that developers must concentrate on its functional, technical and esthetic features to make an app more exciting and practical for potential users.
Originality/value
Most scholarly research on apps has focused on their technological merits, aesthetics and usability from the user's perspective. A post-adoption multi-attribute app analysis using both structured and unstructured data is conducted in this study.
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Abdul Basit, Ismail Nizam, Rosalind Goh, Sharmila Sethumadhavan, Noor Rosly Hanif, Zubair Hassan and Ainoriza Mohd Aini
Property management companies in residential properties are increasingly using ICT and specific property management software applications to conduct daily property management…
Abstract
Purpose
Property management companies in residential properties are increasingly using ICT and specific property management software applications to conduct daily property management tasks. However, the benefits of using specific software applications and how it can add value to property management companies are largely unexplored. The present study examines the impact of property management mobile applications usage features on strata property residents' satisfaction in Kuala Lumpur.
Design/methodology/approach
A total of 205 residents from 3 strata residential buildings in Kuala Lumpur using property management applications were surveyed. The study employed structural equation modelling using SPSS Amos software.
Findings
The findings suggest that visitor management and security management via software applications positively influence the residents' satisfaction. However, facility management via software application was found to be negatively affecting residents' satisfaction.
Originality/value
The study highlighted the benefit of property managers adopting property management software to achieve increased residents' satisfaction in strata residential properties.
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Eugene Cheng-Xi Aw, Garry Wei-Han Tan, Keng-Boon Ooi and Nick Hajli
The present study aims to propose a framework elucidating the attributes of mobile augmented reality (AR) shopping apps (i.e., spatial presence, perceived personalization and…
Abstract
Purpose
The present study aims to propose a framework elucidating the attributes of mobile augmented reality (AR) shopping apps (i.e., spatial presence, perceived personalization and perceived intrusiveness) and how they translate to downstream consumer-related outcomes (i.e., immersion, psychological ownership and stickiness to the retailer).
Design/methodology/approach
By conducting a questionnaire-based survey, 308 responses were collected, and the data were submitted to partial least square structural equation modeling (PLS-SEM) and artificial neural network (ANN) analyses.
Findings
A few important findings were generated from the present study. First, attributes of mobile augmented reality shopping apps (i.e., spatial presence, perceived personalization and perceived intrusiveness) influence stickiness to the retailer through immersion and consumer empowerment in serial. Second, immersion positively influences psychological ownership. Third, the optimum stimulation level moderates the relationship between spatial presence and immersion. Lastly, a post-hoc exploratory finding yielded by the multigroup analysis uncovered the moderating effect of gender.
Originality/value
This study offers a novel contribution to the smart retail literature by investigating the role of mobile AR shopping apps in predicting consumers' stickiness to the retailer. A holistic framework elucidating the serial mediating effect of immersion and consumer empowerment, and the moderating roles of optimum stimulation level and gender were validated.
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Although brands have developed mobile applications (apps) to offer consumers new experiences, low app usage numbers indicate the need to develop a systematic, practical evaluation…
Abstract
Purpose
Although brands have developed mobile applications (apps) to offer consumers new experiences, low app usage numbers indicate the need to develop a systematic, practical evaluation framework for branded app design that specifies concrete design features.
Design/methodology/approach
An expert review provides an overview of the design of current branded apps. On the basis of an extensive literature review, this article classifies state-of-the-art design features for branded apps according to a proposed evaluation framework that includes human–computer interaction (HCI)–related and marketing-related evaluation criteria. In an application of these evaluation criteria, the authors evaluate 73 branded apps issued by 11 top fast-moving consumer goods (FMCG) brands.
Findings
The expert review identifies strengths and weaknesses that are common to the design of current branded apps. These findings inform the set of design recommendations that this article offers, which includes 14 features common to all types of apps and 9 features specific to particular types of apps.
Practical implications
This research offers practical implications for app designers, who need to address design dimensions contained in the proposed framework including the HCI-related (mobile, social and user experience design features) and marketing-related (branding and customer relationship management design features) to create effective branded apps.
Originality/value
Design elements identified in prior literature remain abstract and do not prescribe a systematic or pragmatic approach to using them in practice. This study takes a multidisciplinary perspective (HCI, marketing and design science) to establish a practical evaluation framework for branded app designs.
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Bimal Aklesh Kumar, Sailesh Saras Chand and Munil Shiva Goundar
Mobile learning has seen tremendous growth over the years. Like any other software application, usability is one of the key concerns in its successful implementation. There is a…
Abstract
Purpose
Mobile learning has seen tremendous growth over the years. Like any other software application, usability is one of the key concerns in its successful implementation. There is a lack of study that provides a comprehensive overview of usability testing of mobile learning applications. Motivated by this a mapping study is conducted.
Design/methodology/approach
A systematic mapping study was conducted using 51 papers retrieved from the Scopus database published between 2005 and 2022 that reported on usability testing of mobile learning applications.
Findings
The key findings suggest that research is expected to expand in the near future. User-based testing is the commonly used method, while data are collected mainly through questionnaires, observation and interviews. Testing is mainly conducted in a controlled environment.
Originality/value
The study provides (1) an evidence-based discussion on usability testing of mobile learning applications, (2) an up-to-date map on state of the art on usability testing of mobile learning applications and (3) providing direction for further research to scientifically strengthen the field.
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