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Given the rising popularity of mobile commerce among young consumers, this study aims to examine the effect of mobile applications service quality (MASQ), service convenience (SERCON) and satisfaction contributing to the retention of young consumers towards mobile applications.

Primary data were collected from 213 active online young smartphone users who have used mobile apps for shopping through a structured questionnaire. Structural equation modelling is used to analyse the data.

The results of this study reveal that both MASQ and SERCON strongly support satisfaction, which leads to the retention of young customers.

This study is one of the few relevant pieces of research that would benefit mretailers encompassing mobile commerce applications to improve their MASQ and SERCON with cutthroat competition in gaining and retaining young customers for shopping through smartphone applications.

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.

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.

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.

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.

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.

This study aims to estimate the quality-adjusted changes in residential mobile consumer prices by controlling for the changes in the relevant service characteristics and quality, in a case study on Hungary between 2015 and 2021; compare the results with changes measured by the traditionally calculated official telecommunications price index of the Statistical Office; and discuss separating the hedonic price changes from the effect of a specific government intervention that occurred in Hungary, namely, the significant reduction in the value added tax rate (VAT) levied on internet services.

Since the price of commercial mobile offers does not directly reflect the continuous improvements in service characteristics and functionalities over time, the price changes need to be adjusted for changes in quality. The authors use hedonic regression analysis to address this issue.

The results show significant hedonic price changes over the observed seven-year period of over 30%, which turns out to be primarily driven by the significant developments in the comprising service characteristics and not the VAT policy change.

This paper contributes to the literature on hedonic price analyses on complex telecommunications service plans and enhances this methodology by using weights and analysing the content-related features of the mobile packages.

This study investigates the acceptance of mobile phone technology in Tanzanian small- and medium-sized enterprises (SMEs) using the Technology Acceptance Model (TAM) with a special focus on service quality.

The conceptual framework was designed by extending the TAM with an additional construct, service quality, before testing a model in a survey of 155 respondents and analysing using Smart PLS 4.

Service quality was found to be among the significant factors in the acceptance of mobile phone technology among SME employees.

This implies that the higher the quality of service offered, the more employees accept and use mobile phone technology in their duties and improve the productivity of SMEs.

The aspects of quality of mobile phone technology usage such as call dropouts, network quality, speed, etc., must be improved significantly.

The Mobile Network Operators and Regulators must understand that employees are offered the most accurate and reliable mobile phone services for its usefulness to be realised.

The originality is a modified version of a TAM that accommodates service quality that has been tested in the Tanzanian context.

The research aimed to identify factors influencing customer loyalty in the use of mobile telecommunication services in Vietnam, focusing on two dimensions “attitudinal loyalty” and “behavioral loyalty.”

Based on survey data collected from 820 in two of Vietnam’s major cities users, Hanoi and Ho Chi Minh City, the data were processed using SPSS and AMOS software.

The study identified four factors affecting customer loyalty to mobile telecommunication services, with perceived service quality directly impacting both attitudinal and behavioral loyalty. Corporate image and perceived switching costs influenced attitudinal loyalty, while trust affected behavioral loyalty. Moreover, perceived service quality indirectly influenced attitudinal loyalty through corporate image and perceived switching costs.

The study only focuses on a limited number of factors influencing mobile telecommunications service user loyalty, its restricted geographical sample from only Hanoi and Ho Chi Minh City, and the simplification of perceived switching costs without considering their various components, such as psychological, financial and procedural costs, which could provide more comprehensive experimental and theoretical insights.

The study reveals that customer loyalty in Vietnam’s mobile telecommunications sector is linked to the relationship between attitude toward the service provider and continued usage behavior, categorizing customer groups into genuine loyalty, latent loyalty, feigned loyalty and disloyalty. It suggests that service providers should focus on improving service quality and cultivating a positive, transparent corporate image to bolster customer trust, foster stable relationships and remain competitive in the market.

The research model combines Oliver’s (1999) theory of loyalty with Aydin and Özer’s (2005) research model, focusing on perceived service quality, corporate image, trust and perceived switching costs, examining their relationships with both behavioral and attitudinal loyalty simultaneously.

The purpose of this study is to examine the factors that may have an influence on the continuous intention to use mobile money as one of the Financial Technology (FinTech) products beyond the COVID-19 pandemic lockdown period.

This study has empirically tested the expanded post-acceptance model (Extend-PAM) and the expectation-confirmation model (ECM) to explain the mobile money adoption in Jordan. Data collected were analyzed through partial least squares–structural equation modeling (PLS-SEM).

The results mainly showed that the quality of administrative services and trust significantly impact confirmation and perceived usefulness. In addition, perceived security and knowledge of mobile money as one of the FinTech services significantly influence users’ confirmation and perceived usefulness. Also, usefulness and satisfaction influence continuous intention. Significant relationships were noted among confirmation, perceived usefulness, satisfaction and continuous intention to use mobile money.

This paper integrates two key theories: the expanded post-acceptance model (Extend-PAM) and the expectation-confirmation model (ECM) in the post-adoption behavior of mobile money. Therefore, this study attempts to fill a literature gap by examining the antecedent factors that influence the continuous intention to use mobile money services in the post-consumption stage.

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.

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.

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.

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.

In mobile banking (m-banking), understanding the factors contributing to customer satisfaction is crucial for bank managers to design effective strategies for enhancing the uptake of mobile banking services. This study assesses the relationships between quality, technology acceptance and credibility factors and behavioural outcomes (actual use, continuance intention and loyalty) and satisfaction with m-banking. It further investigates the moderating influence of economy type, innovation level, connectivity level and sample size on all these relationships.

The study employs a meta-analysis technique and reviews 54 published studies to investigate the antecedents and consequences of satisfaction with m-banking.

The study finds a significant relationship between satisfaction with m-banking and quality, technology acceptance and credibility factors and behavioural outcomes. It concludes that the moderating effect of economy type, innovation level, connectivity level and sample size partially moderate the majority of the hypothesized relationships.

Drawing on a comprehensive literature review, this study presents a novel framework elucidating the antecedents and behavioural outcomes of satisfaction with mobile banking. It contributes to the literature by exploring the moderating effects of sample size and country context on the relationships between these factors, presenting important implications for future mobile banking research.

This study has practical implications for m-banking service providers, offering insights into the factors that drive user satisfaction with mobile banking and highlighting the need for tailored strategies in different country contexts.

This study examines the effects of factors leading to satisfaction and the subsequent outcomes within the context of m-banking. The findings offer fresh perspectives that can be valuable for managers and policymakers, enabling them to enhance customer satisfaction in the realm of m-banking.

This study investigates the motivation among customers to be more loyal to online food delivery applications (OFDA) services even after the COVID-19 epidemic by using perceived service quality aspects in Sri Lanka. The data were gathered by physically distributing a self-administrated questionnaire to clients in Sri Lanka who continue to use OFDA services on platform to customer (P2C) service delivery platforms to buy food despite the COVID-19 outbreak. Multiple regression is employed to analyse 287 effective observations, and the data revealed the significant positive effect of interaction, environment, outcome, and food qualities on customer loyalty to OFDA services. In fact, there is no impact from the delivery quality on customer loyalty to OFDA services due to outsourced food delivery. The findings suggest regular improvements in attributes such as interaction, environment, outcome, and food qualities in this hyper-competitive business environment. Further, this study sets substantial facts for the interested parties to establish an exemplary delivery system and other technological advancements to have a sustainable competitive advantage and solid customer base in the long run.

Is there any symmetric or asymmetric connection between mobile wallet service quality (MWSQ) dimensions and loyalty intention? Are there any factors that intervene in the relationship between MWSQ and loyalty intention? To answer these questions, the present study explored dimensions of MWSQ and proposed a novel framework to comprehend symmetric and asymmetric relationship between MWSQ dimensions and loyalty intention.

The study used data from 422 m-wallet users. Structural equation modeling (SEM) was used to investigate the impact of MWSQ dimensions (reliability, security, responsiveness, practicity and design) on loyalty intention. Furthermore, fuzzy sets qualitative comparative analysis (fsQCA) has also been applied to understand the complex, non-linear and synergistic effects of MWSQ dimensions on brand loyalty that SEM failed to reveal.

Using structural equation modeling (SEM) and fuzzy sets qualitative comparative analysis (fsQCA), current study revealed three major findings. First, except for practicity and design, results revealed a significant positive impact of MWSQ dimensions (reliability, security and responsiveness) on loyalty intention. Second, the study found that association between MWSQ dimensions (reliability, security and responsiveness) and loyalty intention was partially mediated by two parallel mediators namely brand image and brand satisfaction. Third, fsQCA uncovered asymmetric, synergistic and non-linear effects of MWSQ dimensions on loyalty intention that SEM failed to reveal. It revealed six sufficient conditions for determining low and high loyalty intention. Predictive validity has been also tested to determine accuracy of fsQCA results.

For practitioners, the proposed model is helpful as it will facilitate them in taking an edge over competitors by emphasising on key MWSQ dimensions. It will enable them to frame effective strategies for increasing market share and customer retention.

It is among the pioneer studies which explored the service quality dimensions of m-wallet, and used combination of both quantitative and qualitative techniques to propose an integrated framework for m-wallet service quality.