Personal strategic planning mobile application: preliminary study

Bamasoud, Doaa M.; Alqhtani, A.S.; Alakloby, A.S.; Alaklobiand, N.S.; Alshahrani, R.S.

doi:10.4314/jfas.v9i5s.8

Cited by 3 publications

(4 citation statements)

References 9 publications

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“…In view of online touchpoints, many companies use mobile apps as a major tool to engage with their customers. With this development, many scholars have studied the quality elements of mobile apps with customer experiences in various industries (Bahtar, 2018;Hallikainen et al, 2019;Wu & Ho, 2022). For instance, Wu and Ho (2022) highlighted most of the quality variables of mobile touchpoints, like information, design, and functions, have significant differences with the types of customers in Taiwan.…”

Section: Literature Reviewmentioning

confidence: 99%

“…For instance, Wu and Ho (2022) highlighted most of the quality variables of mobile touchpoints, like information, design, and functions, have significant differences with the types of customers in Taiwan. Also, Bahtar (2018) revealed that information quality and security have helped to reduce customer effort and led to customer loyalty. Moreover, Parise et al (2016) claimed that mobile app design and functional quality helped improve customer effort scores and customer experience.…”

Section: Literature Reviewmentioning

confidence: 99%

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Mobile Touchpoint and Customer Effort: Leading energy firm in Malaysia

Zahari,

Esa,

Nor Asshidin

et al. 2023

E-BPJ

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This study aims to investigate if the mobile touchpoint and customer effort were significantly different by customer types of the leading energy provider in Malaysia. The study is essential because past literature revealed a limited study on mobile touchpoint in the energy sector. 1156 respondents were captured in this study using a stratified sampling technique. The findings showed significant differences between three mobile app’s variables and no differences with customer effort is recorded. Managers of energy firms may use the findings to strategize the mobile app services because it leads to better customer experience and facilitates customer satisfaction and loyalty.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Mobile Touchpoint and Customer Effort: Leading energy firm in Malaysia

Zahari,

Esa,

Nor Asshidin

et al. 2023

E-BPJ

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“…They added that mobile apps enable customers to access services anytime, anywhere, and enhance their convenience in engaging with the companies. On another note, Bahtar (2018) revealed that information quality and security have helped to reduce Online ISSN: 1994-1633/ Print ISSN: 1994-1625 DOI: 10.55951/nurture.v17i3.317| URL: www.nurture.org.pk customer effort and led to customer loyalty. Similarly, Parise, Guinan, and Kafka (2016) also claimed that mobile app design and functional quality helped improve customer effort scores and customer experience.…”

Section: Introductionmentioning

confidence: 99%

Online touchpoints and customer effort: A comparative study of government and local authorities, businesses, and domestic customers

Zahari,

Esa,

Surbaini

et al. 2023

Nurture

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Purpose: This study aims to investigate if the online touchpoints (e-mail and mobile app) of the leading energy provider in Malaysia and customer effort were significantly different by customer types, name, government and local authorities, businesses, and domestic users. Design/Methodology/Approach: The study uses a primary data set of 281 and 1156 respondents with experience of using e-mail and mobile apps. A stratified sampling technique was used in the current study, and data were analyzed using IBM Statistical Package of Social Science (SPSS) 27.0 for Windows. Frequency, descriptive, reliability tests, and one-way analysis of variance tests was applied to the data. Findings: The findings showed significant differences between one of the variables of e-mail (service quality) and three dimensions of the mobile app (informational, functional, and design quality) with three types of customers. The results also revealed no significant differences between customer types and effort for both online touchpoints. Conclusion: The findings from this study will benefit the managers or practitioners of a leading energy firm and other firms in the energy sector to strategize and utilize the online touchpoints (e-mail and mobile app) functions to serve their numerous types of customers better. Research Limitations/Implications: The current study only focuses on a leading energy firm with two types of online touchpoints. Practical Implications: The Practitioners will be able to enhance the capabilities of online touchpoints and use these tools to efficiently engage consumers and support customer experience, happiness, and loyalty. Contribution to Literature: The current study contributes to the body of knowledge on online touchpoints and customer effort because past literature revealed a limited study on these areas, particularly in the energy sector.

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“…Mobile business application that provides personalization content, incorporate valuable features and provide exceptional customer services leads to increase customer loyalty, improve customer service through availability of resources (Bahtar, 2018). It improves customer loyalty, improves customer engagement, provide push notifications, helps in retargeting and provide personalized shopping experience thus leads to increase company revenue through utilization of resources (Hussain & Mkpojiogu, 2015).…”

mentioning

confidence: 99%

Warehouse management system enhancement for a-to-z textiles limited

Mbunda¹

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Technology utilization in industry in developing countries is the challenge, often there are crisis of equipment, goods and items destruction or loss in the warehouses. The enhancement of the warehouse management system for the Company help to utilize resources effectively thus improves Company performance. The aim of this study was to improve warehouse management through the use of information communication and technology. The study developed mobile application for customer registration, order management and stock management but also the study developed web application for account management, order management, invoice generation, client registration and stock management. The study extended the features of the mobile application to web-based application for the easy of the management of the application and reduce the load of the mobile application. Data were collected through observations and interviews for the aim of understanding the current system, how the company is managing the warehouse and getting requirements for these developed systems. The developed web and mobile application of warehouse management system were assessed and verified to evaluate functionalities and usability of the systems. The system enhanced the access of information at the fingertips, increase availability of service for the customer 24 hours per day through making order on spot, easier flow of information between the personnel of the company such as sales personnel, administrator of the systems and storekeeper, but also getting stock level instantly, order management and tracking, invoice generation and status of the invoice.

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Personal strategic planning mobile application: preliminary study

Cited by 3 publications

References 9 publications

Mobile Touchpoint and Customer Effort: Leading energy firm in Malaysia

Mobile Touchpoint and Customer Effort: Leading energy firm in Malaysia

Online touchpoints and customer effort: A comparative study of government and local authorities, businesses, and domestic customers

Warehouse management system enhancement for a-to-z textiles limited

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