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Article
Publication date: 2 February 2024

Neeru Sharma, Meena Sharma and Tejinderpal Singh

The study investigates whether the customer experience, satisfaction and continuance intention interrelationships in mobile banking services vary across Generation (Gen) Y and Gen…

Abstract

Purpose

The study investigates whether the customer experience, satisfaction and continuance intention interrelationships in mobile banking services vary across Generation (Gen) Y and Gen Z consumers.

Design/methodology/approach

The data were collected using online surveys from 224 Gen Y and 238 Gen Z mobile banking users. The study uses the partial least squares structural equation modelling (PLS-SEM) technique and an asymmetrical analytical approach through fuzzy set qualitative comparative analysis (fsQCA) to examine the effects of five experience dimensions (pragmatic, usability, affective, sensory and social) and satisfaction on continuance intention.

Findings

Whilst Gen Z values pragmatic and affective experiences more than Gen Y and assigns less importance to usability experience (Uxp), both PLS-SEM and fsQCA did not find any significant impact of sensory experience (Sxp) in any cohort. In contrast, fsQCA suggests that social experience could play a significant role for specific segments within both generations. Furthermore, PLS-SEM demonstrates a greater impact of satisfaction on continuance intention for Gen Y than for Gen Z.

Research limitations/implications

The sample consists of high/middle-income urban consumers in one country. Future research could investigate low-income and semi-urban/rural consumers and consumers living in other countries.

Practical implications

Banks must recognise the diversity within and between Gen Y and Gen Z, adopting a segmented user experience approach. Users within each generation may prioritise distinct aspects of the mobile banking app and understanding the specific differences between Gen Y and Gen Z preferences is crucial.

Social implications

Encouraging mobile banking users to engage in community-driven financial initiatives can inspire non-users, promoting digital financial inclusion.

Originality/value

To the best of the authors' knowledge, this study is the first to compare the customer experience-based psychological patterns of continued mobile banking use in Gen Y and Gen Z.

Details

Asia Pacific Journal of Marketing and Logistics, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 21 September 2022

Tan Jiang, Guang Luo, Zikai Wang and Wenhui Yu

The purpose of this study is to analyse and discuss the influencing factors of user experience in university mobile libraries and the improvement path of user experience in the…

Abstract

Purpose

The purpose of this study is to analyse and discuss the influencing factors of user experience in university mobile libraries and the improvement path of user experience in the context of mobile learning.

Design/methodology/approach

The study adopted the grounded theory research method, and the sample included 28 students from five universities, with mobile libraries as the research objects and semi-structured interview as data acquisition method. A step-by-step coding analysis of the original interview materials was conducted, which comprehensively identified the main concerns and problems encountered by users of the university mobile library apps especially in the mobile learning behaviour mode, and then a theoretical model of the influencing factors of the app user experience of the university mobile library was constructed.

Findings

A theoretical model of influencing factors was constructed, which determined that system quality, interaction quality, content quality, interface quality and function quality were the key elements of mobile library user experiences. Furthermore, based on the research results and user feedback obtained in the research process, the content and key points relating to the user experience can be elaborated in detail. In addition, this study was able to determine users' perspectives and their behavioural characteristics when engaging in mobile learning.

Originality/value

This study establishes a theoretical model of the factors influencing of the user experience of university mobile libraries based on mobile learning, which could provide a valuable reference for the design of other programs and strategies to promote user learning experiences of mobile library app in colleges and universities.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

Keywords

Article
Publication date: 4 February 2019

Ander Garcia, Maria Teresa Linaza, Aitor Gutierrez and Endika Garcia

The purpose of this paper is twofold: to present gamified mobile experiences as valid tools for DMOs to enrich the experience of tourists, and to present the benefits provided to…

2098

Abstract

Purpose

The purpose of this paper is twofold: to present gamified mobile experiences as valid tools for DMOs to enrich the experience of tourists, and to present the benefits provided to DMOs by analytics tools integrated on gamified mobile experiences.

Design/methodology/approach

Staff from three DMOs have generated a gamified mobile experience using a custom authoring tool designed and developed to fulfil their requirements. This gamified experience has targeted families with children visiting Basque Country during off-peak season. The experience has been validated over a period of seven weeks within a pilot project promoted by the local tourist information offices of the DMOs. Data directly provided by tourists and data gathered from analytic tools integrated on the gamified mobile experience have been analysed to fulfil the research objectives presented on the paper.

Findings

Both DMOs and tourists can benefit from gamified mobile experiences. The integration of analytics tools to gain insights into the behaviour of tourists can be a relevant information source for DMOs.

Research limitations/implications

The pilot project has targeted a niche tourism market, families with children visiting Basque Country, and has been running during off-peak season. Further studies focusing on other tourist types and different tourism season and destination types will be required to strengthen the validation of the research objectives presented on this paper.

Practical implications

The paper promotes both the development of gamified mobile experiences and the inclusion of analytics tools for DMOs to obtain relevant information about tourists and the mobile experiences.

Originality/value

A gamified mobile experience is generated by DMOs, validated on the basis of experience of real tourists. The analytics tools inside the gamified mobile experience provide DMOs with relevant information.

Details

Tourism Review, vol. 74 no. 1
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 29 April 2021

Manel Hamouda

The study aims to clarify customer experience as perceived through interactions between the consumer and the mobile application of a retailer. It proposes to model and empirically…

2668

Abstract

Purpose

The study aims to clarify customer experience as perceived through interactions between the consumer and the mobile application of a retailer. It proposes to model and empirically study the relationship between customer experience, utilitarian and hedonic benefits and purchase intention when interacting with mobile applications of fashion retailers.

Design/methodology/approach

The study opted for a quantitative approach using a web-based questionnaire. The data collected from a final sample of 118 users of fashion retailers' mobile applications was analysed using partial least square structural equation modelling.

Findings

The results point to a positive and a direct impact of utilitarian factors on the two dimensions of customer experience. Moreover, hedonic benefits seem to generate a positive experience with a retailer's mobile application and are likely to generate favourable rational and emotional responses. In addition, the findings confirm that both dimensions of experience (affective and cognitive) affect purchase intention with a stronger effect for the cognitive dimension over the affective one.

Practical implications

The study concludes with implications for retailers to improve customer experience when using their mobile applications. Retailers are encouraged to integrate functional and aesthetic attributes not only to provide a favourable customer experience through rational evaluations and positive emotions but also to gain a competitive advantage in an m-shopping retailing context.

Originality/value

This study identified a need to further explore customer experience in the context of mobile applications by considering the two dimensions of experience: the cognitive and the affective. Indeed, these two facets of customer experience are rarely studied simultaneously in the previous literature.

Details

International Journal of Retail & Distribution Management, vol. 49 no. 10
Type: Research Article
ISSN: 0959-0552

Keywords

Article
Publication date: 29 October 2020

Lova Rajaobelina, Isabelle Brun, Ricard Line and Christina Cloutier-Bilodeau

This study seeks to examine the impact of mobile service experience on trust of elderly consumers in their financial institution and assess whether age (55–64 years vs 65+ years…

1681

Abstract

Purpose

This study seeks to examine the impact of mobile service experience on trust of elderly consumers in their financial institution and assess whether age (55–64 years vs 65+ years) exerts a moderating influence.

Design/methodology/approach

A self-administered questionnaire was completed online by 390 panelists (aged 55 years or more) who use their mobile devices to conduct banking activities. A multigroup analysis was conducted to assess the moderating role of age.

Findings

Results confirm the presence of links between four out of five dimensions of the mobile banking service experience (cognitive, positive affective/sensory, negative affective and social) and trust. Findings further point to age-specific variation in the impact of mobile service experience dimensions on trust, thus supporting the notion that the elderly represents a clientele with different experiential needs. More specifically, whereas the social dimension has a greater influence on trust in individuals 65 years of age and over (seniors), the positive affective/sensory dimension exerts a deeper marked impact on trust in individuals 55–64 years of age (pre-retirees).

Research limitations/implications

Although generations and chronological age are powerful segmentation variables, it might be interesting to consider perceived age. Redoing the study in a post-COVID context would also be an interesting avenue of research.

Practical implications

The ageing market is important for banks. This study highlights, in an m-banking context, which dimension of experience to focus on in order to improve trust in banks for pre-retirees (emotional/sensory dimension) and seniors (social dimension).

Originality/value

This study is the first to consider mobile service experience of elderly individuals as well as the impact of each of the experience dimensions on an important relational variable, namely trust. By considering the age of individuals as a moderating variable, this study also provides an in-depth examination of age-related links and presents a number of relevant recommendations for financial institutions.

Details

International Journal of Bank Marketing, vol. 39 no. 1
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 30 March 2012

Min Li, Z.Y. Dong and Xi Chen

The purpose of this study is to interpret consumers' emotion in their consumption experience in the context of mobile commerce from an experiential view. The study seeks to…

10198

Abstract

Purpose

The purpose of this study is to interpret consumers' emotion in their consumption experience in the context of mobile commerce from an experiential view. The study seeks to address concerns about the experiential aspects of mobile commerce regardless of the consumption type. For the purpose, the authors aims to propose a stimulus‐organism‐response (S‐O‐R) based model that incorporates both utilitarian and hedonic factors of consumers.

Design/methodology/approach

A survey study was conducted to collect data from 293 mobile phone users. The questionnaire was administered in study classrooms, a library, or via e‐mail. The measurement model and structural model were examined using LISREL 8.7.

Findings

The results of this research implied that emotion played a significant role in the mobile consumption experience; hedonic factors had a positive effect on the consumption experience, while utilitarian factors had a negative effect on the consumption experience of consumers. The empirical findings also indicated that media richness was as important as subjective norms, and more important than convenience and self‐efficacy.

Originality/value

Few m‐commerce studies have focused directly on the experiential aspects of consumption, including the hedonic experience and positive emotions among mobile device users. Applying the stimulus‐organism‐response (S‐O‐R) framework from the perspective of the experiential view, the current research model is developed to examine several utilitarian and hedonic factors in the context of the consumption experience, and indicates a comparison between the information processing (utilitarian) view and the experiential (hedonic) view of consumer behavior. It illustrates the relationships among six variables (i.e. convenience, media richness, subjective norms, self‐efficacy, emotion, and consumption experience) in a mobile commerce context.

Article
Publication date: 12 July 2018

Yanni Liu, Dongsheng Liu, Yufei Yuan and Norm Archer

The purpose of this paper is to investigate users’ continuous adoption behaviors on mobile game playing from the perspective of situational habit formation.

1407

Abstract

Purpose

The purpose of this paper is to investigate users’ continuous adoption behaviors on mobile game playing from the perspective of situational habit formation.

Design/methodology/approach

Based on the literature research, a continuous adoption model for situational mobile game is proposed. And the research model is assessed based on data gathered from a sample of 226 mobile game players by employing the structural equation model methodology.

Findings

The results show that situational cues represented by availability, perceived ease of use and diversion lead to repeated performance that can be represented by flow experience and satisfaction in the situational mobile game playing context. But only flow experience and diversion influence continuous usage directly. Additionally diversion, as a critical situational variable, not only indirectly affects continuous usage intention through flow experience, but also directly affects continuous usage intention for situational mobile game playing.

Originality/value

Mobile game adoption has been studied from different perspectives, but most research is based on the technology acceptance model. They could not explain the common fact that young people tend to be highly motivated by mobile games and can be regarded as pro-active mobile game players, but many people play mobile games only when they are bored and need a diversion. So this study attempts to illustrate the phenomena to fill the gaps.

Details

Information Technology & People, vol. 31 no. 4
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 29 June 2010

Tao Zhou, Hongxiu Li and Yong Liu

The purpose of this research is to examine the effect of flow experience on mobile social networking service (SNS) users' loyalty.

7069

Abstract

Purpose

The purpose of this research is to examine the effect of flow experience on mobile social networking service (SNS) users' loyalty.

Design/methodology/approach

Based on 305 valid responses collected from a survey questionnaire, structural equation modeling (SEM) technology was employed to examine the research model.

Findings

The results show that both information quality and system quality significantly affect users' trust and flow experiences, which further determine their loyalty. The results indicate that flow experience is the strongest determinant of users' loyalty.

Practical implications

Mobile SNS providers need to consider user experience when seeking users' loyalty. They should enhance information quality and system quality in order to improve user trust and flow experience.

Originality/value

Although much research has been conducted to explore the effects of extrinsic motivations, such as perceived usefulness, on mobile commerce user behavior, the effect of intrinsic motivations, such as flow experience, is seldom tested. This research found the effect of flow experience on mobile SNS users' loyalty to be significant.

Details

Industrial Management & Data Systems, vol. 110 no. 6
Type: Research Article
ISSN: 0263-5577

Keywords

Book part
Publication date: 1 August 2017

Birgit Bosio, Katharina Rainer and Marc Stickdorn

Many companies struggle with the assessment of customer experience. This chapter aims to demonstrate how mobile ethnography tackles this issue by assessing data in a holistical…

Abstract

Purpose

Many companies struggle with the assessment of customer experience. This chapter aims to demonstrate how mobile ethnography tackles this issue by assessing data in a holistical way, in-situ, and in real-time.

Methodology/approach

The chapter describes the implementation of a mobile ethnography project in a tourist destination, including participant recruitment, data collection, data analysis, and the derivation of insights.

Findings

The mobile ethnography project allowed to gain deep insights into the customers’ journeys.

Research limitations/implications

Future research will need to further investigate questions of participant recruitment, the effectiveness of incentives as well as the performance of the data collection process. Furthermore the findings of this case need to be replicated in the context of other industries, as well as in other cultural contexts.

Practical implications

Mobile ethnography allows companies to gain more information on customer experience in real-time, thus with reduced cognitive and emotional bias. Therefore, the method can help to improve the touristic service offering and, consequently, customer experience.

Originality/value

As companies are searching for new approaches to research and manage customer experience, this chapter is of high value for both academia and practice.

Article
Publication date: 26 October 2021

Yuli Liang, Seung-Hee Lee and Jane E. Workman

Mobile self-checkout refers to scanning products using a mobile device inside a brick-and-mortar store and completing the checkout process on mobile devices. Even though mobile

1703

Abstract

Purpose

Mobile self-checkout refers to scanning products using a mobile device inside a brick-and-mortar store and completing the checkout process on mobile devices. Even though mobile self-checkout has been used in other industries for several years, it is a new application in the fashion industry and only limited numbers of retailers have implemented mobile self-checkout in their stores. The purpose of this study is to understand consumers' acceptance of mobile self-checkout in fashion retail stores by analyzing determinants of using a new system.

Design/methodology/approach

Part of the Unified Theory of Acceptance and Use of Technology (UTAUT) was used as a theoretical framework. Openness to experience, variety seeking and adventure shopping were added to the model. Empirical data (with 229 valid responses) were collected from the top 20 metropolitan areas in the US via Qualtrics Panel services. Exploratory factor analysis, confirmatory factor analysis, structural equation modeling and multi-group moderation were used to estimate construct validity and test the proposed hypotheses and theoretical framework.

Findings

The results indicated that consumers' intentions toward using mobile self-checkout in fashion retail stores were predicted by facilitating conditions, social influence and openness to experience. Moreover, consumers' previous experience of using mobile self-checkout in fashion retail stores moderated the path from facilitating conditions to behavioral intention and the path from social influence to behavioral intention. In addition, different genders and smartphone usage frequency did not vary significantly on the model paths.

Practical implications

The findings show how fashion retailers can understand consumers' preference and their willingness to use mobile self-checkout in fashion retail stores. Moreover, the authors addressed ways for fashion retailers to promote mobile self-checkout in the future.

Originality/value

As a new technology in the fashion industry, literature is deficient concerning consumers' intention to adopt mobile self-checkout. This research provided suggestions for fashion retailers about adopting and improving acceptance of mobile self-checkout. Results will lead to theoretical and managerial implications for future technology development.

Details

International Journal of Retail & Distribution Management, vol. 50 no. 6
Type: Research Article
ISSN: 0959-0552

Keywords

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