A customer value, satisfaction, and loyalty perspective of mobile application recommendations

Xu, Chenyan; Peak, Daniel A.; Prybutok, Victor R.

doi:10.1016/j.dss.2015.08.008

Cited by 270 publications

(222 citation statements)

References 85 publications

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“…The intention to use was also found effective on the intention to engage in WoM activity of Generation Z. This finding was expected based on the theoretical framework (Thibaut & Kelley, 1959) as well as previous parallel findings in the literature (Stocchi et al 2019;Xu et al 2015). This significant effect was reported in two of the three mobile app categories, namely communication and networking apps.…”

Section: Discussion and Practical Implicationssupporting

confidence: 76%

Determinants and Outcomes of Mobile App Usage Intention of Gen Z: a Cross Category Assessment

Sözer

2020

Beykoz Akademi Dergisi

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The objective of this study is to identify the determinants such as usefulness and ease of use as well as the behavioral outcomes of mobile app usage intention among Generation Z consumers. Three mobile app categories, entertainment, communication and networking, are included in the study. The results of the study confirmed that perceived ease of use plays an important role in determining the intention to use the app while perceived privacy, perceived security, perceived design and perceived compatibility are the factors which shape both perceived ease of use and usefulness depending on the mobile app category. Higher usage intention is found to be effective in generating willingness to pay in all mobile app categories. In contrast to the entertainment category, increasing usage intention is also found to lead increasing intention to engage into the WoM activity in communication and networking categories. Based on these findings, some practical implications are provided.

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Section: Discussion and Practical Implicationssupporting

confidence: 76%

Determinants and Outcomes of Mobile App Usage Intention of Gen Z: a Cross Category Assessment

Sözer

2020

Beykoz Akademi Dergisi

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“…Trust consumer loyalty satisfaction were adopted from Xu et al (2015). Items for both trust and loyalty were also adopted from Chai et al (2015).…”

Section: H2a H3amentioning

confidence: 99%

“…Satisfaction: adapted from Xu et al (2015) • SAT1: I feel very satisfied with the overall experience of using this bank.…”

Section: Factors Influencing Consumer Loyaltymentioning

confidence: 99%

Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry

Omoregie

Addae

Coffie

et al. 2019

IJBM

117

105

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Purpose The increasing number of banks in the Ghanaian banking industry has brought about intense competition in the industry. The purpose of this paper is, therefore, to examine the factors that influence retail banking customers’ loyalty intentions. Design/methodology/approach In order to validate the proposed research model, the study adopts a survey design. Data were collected from 565 customers of the top performing banks in terms of customer deposits. Data analysis employed the partial least squares structural equation modeling (PLS–SEM) using SmartPLS version 3. Findings Results from the PLS–SEM analysis indicated that satisfaction, service quality and trust had significant effect on loyalty, with satisfaction having the most significant effect. Interestingly corporate image was found to have a significant effect on both satisfaction and trust but not on loyalty. In all, the proposed model accounted for 63.3 percent of the variation in loyalty. Research limitations/implications The current study samples customers from only the top performing banks in Ghana. The use of cross-sectional data makes it impossible to study how customers’ perceptions change over time. Results from this study could, however, help managers of banks in designing strategies aimed at improving customer loyalty in order to consolidate their market share. Originality/value This paper adds to existing works that focus on loyalty in the retail banking sector, especially from the context of a developing economy. The study draws attention to the interrelationship among service quality, perceived value, satisfaction, image, trust and loyalty.

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“…Hal ini dapat ditunjukkan dari tingkat signifikansi pengaruh loyalitas wisatawan terhadap intensi rekomendasi kurang dari 0,05 dan koefisien (β) yang positif. Hasil ini sesuai dengan penelitiaan sebelumnya bahwa loyalitas wisatawan berpengaruh positif terhadap intensi rekomendasi (Xu, Peak, & Prybutok, 2015). Dengan tingginya tingkat loyalitas wisatawan, maka wisatawan tersebut akan memiliki tingkat intensi yang tinggi untuk merekomendasikan objek wisata ke orang lain.…”

Section: Hasil Dan Pembahasanunclassified

Wisata Puncak Becici: Kepuasan, Loyalitas, Dan Intensi Rekomendasi Wisatawan

Rohman

2019

JDEPAR

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This study aims to determine the effect of tourist satisfaction on tourist loyalty. Then, the impact of tourist loyalty on the intention of tourists to recommend others visit the tourist attractions. A total of 221 respondents filled out the questionnaire given by the researcher when they visited a tourist attraction, Puncak Becici Yogyakarta. This place is a new destination in Yogyakarta, so research is needed to make this place better. The hypotheses were tested by regression analyses. The results showed that tourist satisfaction has a positive effect on tourist loyalty. Then, tourist loyalty has a positive effect on the intention of tourist recommendations. The implication is that people managing tourist attractions need to maintain the level of tourist satisfaction so that tourists become loyal, and then they will have the intention to recommend others visit. Keyword: Puncak Becici, tourist satisfaction, tourist loyalty, and intention to recommend

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A customer value, satisfaction, and loyalty perspective of mobile application recommendations

Cited by 270 publications

References 85 publications

Determinants and Outcomes of Mobile App Usage Intention of Gen Z: a Cross Category Assessment

Determinants and Outcomes of Mobile App Usage Intention of Gen Z: a Cross Category Assessment

Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry

Wisata Puncak Becici: Kepuasan, Loyalitas, Dan Intensi Rekomendasi Wisatawan

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