M-commerce: The nexus between mobile shopping service quality and loyalty

Omar, Suha; Mohsen, Kholoud; Tsimonis, Georgios; Oozeerally, Adam; Hsu, Jen-Hsien

doi:10.1016/j.jretconser.2021.102468

Cited by 103 publications

(120 citation statements)

References 96 publications

(147 reference statements)

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“…What matters is a unique business model that puts the customer first and uses digitization opportunities. Drones, chats, digital assistants, and smart mobile devices ensure that shopping behavior will continue to revolutionize [13,14,28,29,37].…”

Section: Discussionmentioning

confidence: 99%

“…In the pandemic context, retailers need to respond quickly and innovatively to new customer needs with the help of new technologies, such as artificial intelligence and IoT, by providing customer-oriented services [ 14 ]. This includes, for example, the use of modern mobile applications, as well as the configuration and individualization of user control systems [ 1 , 37 , 40 , 57 ].…”

Section: Discussionmentioning

confidence: 99%

“…M-commerce's main advantages compared with e-commerce refer to mobility, push notification, location taking, security, and omnichannel [11,14,28]. Benefits for businesses with m-commerce include gaining better customer insight, increasing revenues, reducing costs, and enhancing customers' experiences [29][30][31].…”

Section: M-commerce Advantages and Challengesmentioning

confidence: 99%

“…The advancement of mobile connectivity, security issues, and app development has spurred retailers to offer services, products, and payment gateways over the smartphone [8,[11][12][13]. However, m-commerce depends on hardware and software infrastructure for m-commerce [14,28,30,33], which arouses other issues. The screen size of mobile devices is very crucial when designing interfaces for customers [30].…”

Section: M-commerce Advantages and Challengesmentioning

confidence: 99%

“…Mobile devices are not simply technological gadgets, but they first represent a cultural object [ 13 ] that creates a mobile lifestyle. Mobile devices are considered very personal, being used for a whole range of activities relating to shopping (product information search, product review, comparison and rating, shopping lists, and purchases), social media networking, entertainment, banking, and browsing information [ 11 , 12 , 14 ].…”

Section: Introductionmentioning

confidence: 99%

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Impact of Digitalization on Customers’ Well-Being in the Pandemic Period: Challenges and Opportunities for the Retail Industry

Akram

Fülöp

Tiron-Tudor

et al. 2021

IJERPH

104

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Order increases, supply chain disruptions, changing customer behavior, store closures, and more that have been caused by the coronavirus epidemic (COVID-19) will undoubtedly affect the online commerce forms of business. The coronavirus pandemic has a significant impact on digitalization and customer experience and well-being in mobile commerce. Since the beginning of the coronavirus pandemic, online sales and the number of online shoppers using wireless internet-enabled devices have increased tremendously. The article develops, an experimental study that captures COVID-19 and digital commerce’s impact in terms of customers’ experience and well-being during the pandemic period. The study explores the synergy between technology evolution and the effects of the COVID-19 pandemic on customers’ behavior based on survey data collection and the technology acceptance model (TAM). The results reveal that, for millennials, digital commerce seems to be the typical way of shopping and paying in the pandemic period since the oldest generations adopted in a smaller proportion the use of mobile devices for shopping and payments. Besides, retailers are confronted with great challenges raised by millennials’ expectations. The result confirms four of the six hypotheses based on the technology acceptance model (TAM). As a result, it shows that the easiness of use, trust, mobility, and customer involvement influences the behavioral intention of the customer to use mobile commerce, and that usefulness and customization does not influence the behavioral intention.

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Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: M-commerce Advantages and Challengesmentioning

confidence: 99%

Section: M-commerce Advantages and Challengesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Impact of Digitalization on Customers’ Well-Being in the Pandemic Period: Challenges and Opportunities for the Retail Industry

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IJERPH

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Developing trends in showrooming, webrooming, and omnichannel shopping behaviors: Performance analysis, conceptual mapping, and future directions

Halibas

Nguyen

Akbari

et al. 2023

J of Consumer Behaviour

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In an omnichannel era, businesses and marketers need insights into the dynamics of customer shopping behaviors, particularly the interplay between omnichannel, showrooming, and webrooming behaviors. This study investigates the evolution and trends of the research and channel shopping behaviors (RCSB) domain, spanning from 1998 to 2022, including the Covid‐19 era. The study performed a bibliometric review of 500 papers in the Scopus database. The performance analysis reveals an annual growth rate of nearly 16%, with average citations per document of 44, indicating sustained and growing research interest. Science mapping revealed five distinct cluster themes, including showrooming and webrooming in multi‐ and omni‐channel contexts; consumer behavior in online retail and shopping; customer satisfaction and trust in multi‐channel retailing; mobile commerce in a multi‐channel environment; and the interplay between online shopping, channel choice, and supply chain management. Furthermore, topics, such as showrooming, e‐commerce, retailing, and omnichannel retailing, remain popular before and during the pandemic, as seen in the thematic evolution. Our examination of the thematic maps revealed various topics that gained significance during the pandemic, such as multichannel, channel choice, customer experience, social commerce, purchase behavior, and covid‐19. Among these, the thematic maps indicate that customer experience, channel choice, multichannel, and covid‐19 are emerging and basic topics. These topics can steer research directions in the RCSB domain toward examining customer experiences using digital innovations, e‐commerce (including mobile and social commerce), and omnichannel strategy and management.

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Examining Mediating Effect of Climate Change Worry Between Climate Change Anxiety and Divergent Migration: A Scale to Measure Climate-Induced Post-migration Anxiety and Stress

Dash,

Priyadarshini,

Swain

2024

Climate Change Management

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M-commerce: The nexus between mobile shopping service quality and loyalty

Cited by 103 publications

References 96 publications

Impact of Digitalization on Customers’ Well-Being in the Pandemic Period: Challenges and Opportunities for the Retail Industry

Impact of Digitalization on Customers’ Well-Being in the Pandemic Period: Challenges and Opportunities for the Retail Industry

Developing trends in showrooming, webrooming, and omnichannel shopping behaviors: Performance analysis, conceptual mapping, and future directions

Examining Mediating Effect of Climate Change Worry Between Climate Change Anxiety and Divergent Migration: A Scale to Measure Climate-Induced Post-migration Anxiety and Stress

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