Keep customers coming back: Enhancing value and satisfaction in a mobile shopping application context

Fernandes, Naquita; Barfknecht, Catherine

doi:10.1080/23311975.2020.1788874

Cited by 11 publications

(6 citation statements)

References 88 publications

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“…It shows that customers prefer value of the product purchased over other factors when visiting shopping malls. The finding is consistent with that of prior studies (Anwer et al, 2020;Fernandes & Barfknecht, 2020;Yusof, et al, 2021;Peng & Chen, 2019). Since shopping malls gather many retailers at a location, it is easier for customers to compare the products and to choose the product the gives the highest value for their money.…”

Section: Data Analysis and Findingssupporting

confidence: 91%

“…Since shopping malls offer a variety of products with various price tag, customers have options to choose products that they prefer. Previous studies have proven that the product value will lead to customer satisfaction and subsequently will affect their purchase intention (Anwer et al, 2020;Fernandes & Barfknecht, 2020;Yusof et al, 2021;Peng, & Chen, 2019).…”

Section: Introductionmentioning

confidence: 99%

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Factors that Influence Customer Purchase Intention: A Case of Shopping Mall Customers

Othman¹,

Bahaldin²,

Rahman³

et al. 2022

IJARBSS

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Customer purchase depends on various factors including the context where the purchase takes place. Customer purchase through online platforms differs greatly from customer purchase that takes place at physical premises. Even at the physical premises, the extent of purchase might vary depending on the products offered, the environment, the value received by customers and the price charged by the retailers. The present study is important to identify factors that lead to customer purchase intention by looking at selected factors consisting of products offered, the environment, the value received by customers and the price charged. These factors are hypothesized to influence customer satisfaction that will subsequently lead to purchase intention. This study used correlational research design to answer the research question. Using a hierarchical regression analysis to analyze 157 responses collected via online survey from customers at a particular mall in Malaysia, the findings indicate that price and product offerings are directly related to purchase intention and customer satisfaction does not mediate the relationship between these factors and purchase intention. The findings contribute to the existing body knowledge in terms of the factors the influence purchase intention among customers of a shopping mall. Future studies are encouraged to confirm the findings of the present study using different study settings.

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Section: Data Analysis and Findingssupporting

confidence: 91%

Section: Introductionmentioning

confidence: 99%

Factors that Influence Customer Purchase Intention: A Case of Shopping Mall Customers

Othman¹,

Bahaldin²,

Rahman³

et al. 2022

IJARBSS

View full text Add to dashboard Cite

show abstract

“…Thus, App enjoyment in this study refers to the sensation of joy, entertainment or pleasure derived from the use of a mobile App. In fact, enjoyment reflects the hedonic (intrinsic) value of a product or service, where the utility stems from affective or feeling states that the product or service generates [31,32]. Consumers are more likely to purchase products/services depending on feelings of joy and pleasure, mainly in the case of hedonic products (e.g., a mobile game) [33].…”

Section: Research Model and Its Hypothesesmentioning

confidence: 99%

What Makes Consumers Purchase Mobile Apps: Evidence from Jordan

Al-Adwan

Sammour

2020

JTAER

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Mobile applications (mobile Apps) have changed the ecosystem of the business world. The rapid progression in the market for smart devices and mobile Apps has brought about a revolution with regard to the mobile Apps’ economy. The major revenue stream of this economy is the sale of mobile Apps, with such sales being expected to increase dramatically every year. However, in spite of this, a considerable number of mobile Apps fail to capture consumers’ attention. Additionally, in developing countries such as Jordan, there is lack of research into understanding and determining the major factors that influence consumers’ decisions to purchase mobile Apps. Accordingly, the main objective of this study is to identify the key factors that Jordanian consumers consider in determining whether or not to purchase mobile Apps for their smartphones. To achieve this objective, a mixed-methods approach is adopted. An exploratory study involving a qualitative methods approach (interviews with consumers) is first conducted in order to determine the factors that influence consumers’ purchase behavior decisions. Then, a confirmatory study that employs a quantitative approach (a survey questionnaire) is undertaken to test the proposed model, the building of which is based on the findings of the exploratory study. The results indicate that seven factors are recognized as being pre-eminent when it comes to decisions to purchase mobile Apps. These factors include the price value of the App, App performance, App enjoyment, App trialability, electronic word-of-mouth (eWOM) about the App, App technical reliability and App usefulness. While this study advances our understanding of the main factors that influence mobile Apps purchase, it also reveals useful implications for mobile Apps publishers and developers, in order to promote and increase the sales of Apps.

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“…Mobile apps are useful in increasing consumer stickiness as being the platform between retailer and buyers to create real-time interaction (Hsu & Tang, 2019). Fernandes and Barfknecht (2020) called today's consumer omnipresent consumer for whom mobile shopping applications have become a popular channel. Thakur (2018) indicated that the distinction of mobile app is connected with being more user-friendly and the possibility to enable retailers to take full advantage of mobile operating systems.…”

Section: Introductionmentioning

confidence: 99%

The Importance of Limited Self-Determination When M-Channel Migration Strategy Is Implemented

Bondos

2022

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Theoretical background: Multichannel retailers can implement various migration strategies to induce consumers to use particular marketing channel. Some researchers indicated voluntary and forced customer E-channel migration strategies. Due to the negative consequences of a coercive strategy, a voluntary migration strategy is much more popular. Voluntary migration strategy provides multichannel shoppers a total freedom of their choice, whereas the incentive-based migration strategy uses some stimulus in order to convince buyers to use specific marketing channel. Encouraging the buyer to behave in a particular way may cause him/her a negative self-determination perception. Limited self-determination means consumer conviction that a certain action was taken as a result of marketing initiatives, prompted by the seller, and is not the result of their free and independent decision. A self-determined customer is convinced of entering into a relationship with the provider on their own initiative. In the context of channel-based price differentiation, it is about the consumer's belief that a specific purchase channel has been selected as a result of a solicitation by the seller. According to researchers, limited self-determination can have potentially negative impact on the intention to buy.

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Keep customers coming back: Enhancing value and satisfaction in a mobile shopping application context

Cited by 11 publications

References 88 publications

Factors that Influence Customer Purchase Intention: A Case of Shopping Mall Customers

Factors that Influence Customer Purchase Intention: A Case of Shopping Mall Customers

What Makes Consumers Purchase Mobile Apps: Evidence from Jordan

The Importance of Limited Self-Determination When M-Channel Migration Strategy Is Implemented

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